Internal Capabilities Assessment
CustomerWise uses MarketCulture’s Market Responsiveness IndexTM (MRITM) to rate and rank your organisation’s level of responsiveness to customers’ needs, competitive threats and market and business environmental changes. These factors are compared against other companies in your industry and adjacent markets. In other words, it measures the extent that your organisation is practicing customer centric behaviours – the ‘Inside Looking Out’ perspective.
The MRITM measures eight specific customer-centric factors, proven to drive sustainable business performance and competitive advantage, they are:
Customer Insight measures the extent to which employees monitor, understand, and act on current customer needs and satisfaction.
Customer Foresight measures the extent to which employees anticipate customer needs, recognize unspoken needs, consider future needs and take action to satisfy them.
Competitor Insight measures the extent to which employees monitor, understand, and act on current competitor activities and take action to incorporate these in their actions to improve customer experience.
Competitor Foresight measures the extent to which employees identify and consider possible future competitors and how they might affect the value that will be offered in the future.
Peripheral Vision measures the extent to which employees monitor understand and respond to trends in the larger environment (Political, Economic, Social, and Technical).
Cross-Functional Collaboration measures the extent to which employees interact and collaborate cross-functionally. This includes behaviours such as spending time with people from other work groups in the organisation, taking a cross-functional perspective, sharing information, and inviting contributions.
Strategic Alignment measures the extent to which employees understand, attend to, and enact the vision, mission, objectives and strategic direction of the company in their day-to-day activities.
Empowerment measures the extent to which employees are able to make decisions that are best for the customer without the explicit approval of senior leaders.