Should Customer Experience be its own IMO work stream

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    Posts
  • #73541
    Nahida
    Participant

    With the importance of the customer in a merger, should each IMO have a customer experience functional lead?

    #73658
    Edel Tungehaug
    Participant

    Hi! Would this not be a critical part of the Commercial workstream? The commercial workstream need to look at Target and Buyers products, sales team and sales channels, but ultimately focus on the customer for all those products, and therefore the customer experience. I agree that the commercial workstream might have to think slightly different sometimes to make sure they are focusing on the customer, as sometimes they get caught up looking at products.

    #73954
    Mingmin Yu
    Participant

    Here is my understanding – customer analysis is a critical part of commercial due diligence, as it is essentially about understanding the product demand and the growth of the company, which are both driven by customer behaviours.

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