Under Control: Governance Across the Enterprise

8.5. Communicating Customer Value

Aligning your portfolio of investments to corporate priorities is irrelevant if the end result isn't increased customer value or improved customer satisfaction. After all, an objective of governance is to improve outcomes while avoiding undesirable circumstances.

In many organizations, however, delivering value isn't the toughest challenge. The increase of globalization and outsourcing has created more complex challenges around communicating value delivered. Whether it's an improvement in service quality, customer experience, or hard dollar savings, customer value must be communicated to relevant stakeholders across the enterprise. You can help achieve this by first communicating incremental wins to stakeholders. ...