Customer Focus Competencies
These competencies relate to understanding and serving the needs of customers, building relationships, and managing stakeholder expectations effectively.
Understand user needs deeply
Section titled “Understand user needs deeply”Understand and address user needs to ensure their success.
Behaviors
Section titled “Behaviors”- Wants customer to succeed
- Intensely focused on understanding customer needs and processes
- Sees beyond articulated needs to underlying goals
- Conducts in-depth discovery sessions
- Maintains high customer engagement
- Ensures customers achieve their goals
- Balances customer needs with company goals
Build trusted relationships
Section titled “Build trusted relationships”Develop deep, trusted relationships with stakeholders at all levels.
Behaviors
Section titled “Behaviors”- Develops trusted relationships with stakeholders
- Builds strong client relationships
- Creates strategic partnerships
- Cultivates industry connections
- Maintains long-term relationships
Manage stakeholder expectations
Section titled “Manage stakeholder expectations”Communicate effectively with diverse stakeholders and manage their expectations.
Behaviors
Section titled “Behaviors”- Creates stakeholder communication plans
- Leads structured meetings with clear agendas
- Delivers focused briefings on key metrics
- Responds to inquiries within 24 hours
- Facilitates conflict resolution
- Maintains transparent interaction records