Channels
Which channel to do we use to distribute to our customers-
direct and indirect? Which channels are most effective? Which
channel management processes have most impact on our costs
or channel member experience?
The goal of this audit is get a clear insight into the strengths
and weaknesses of the company’s customer strategy. Data can
be collected from executives, managers, customer contact
people and, importantly, customers. Business plans can be
studied. One of the outcomes might be a customer interaction
map Figure 3.3