Customer relationships

The customer relationships part of the BMC describes the type of relationship a company has with its customers. This can be influenced by a company's culture, tone of voice, and history. For example, a software company that offers a subscription service may have a very hands-off relationship with customers. They may rely on automated emails and online resources to provide support and updates to customers. In contrast, a high-end fashion retailer may have a more personal and intimate relationship with their customers, with frequent one-on-one interactions in-store or via personalized emails.

To better understand the customer relationships block, companies can:

• Use system maps to see how different departments and stakeholders interact with customers
• Use journey maps to track the quality of customer relationships, including the frequency of contact and whether the interaction is automated or personal
• Create prototypes to test the tone of voice used to communicate with customers. This could include creating sample emails or chat messages that are representative of the company's approach to customer communication