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      104. How does the Customer experience management integration manager ensure against scope creep?

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      105. Has a Customer experience management integration requirement not been met?

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      106. Is there a completed, verified, and validated high-level ‘as is’ (not ‘should be’ or ‘could be’) stakeholder process map?

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      107. Have all basic functions of Customer experience management integration been defined?

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      108. How do you build the right business case?

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      109. What sort of initial information to gather?

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      110. What was the context?

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      111. In what way can you redefine the criteria of choice clients have in your category in your favor?

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      112. Has the Customer experience management integration work been fairly and/or equitably divided and delegated among team members who are qualified and capable to perform the work? Has everyone contributed?

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      113. Who is gathering Customer experience management integration information?

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      114. What gets examined?

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      115. How do you gather Customer experience management integration requirements?

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      116. The political context: who holds power?

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      117. What critical content must be communicated – who, what, when, where, and how?

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      118. Has the direction changed at all during the course of Customer experience management integration? If so, when did it change and why?

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      119. Is scope creep really all bad news?

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      120. How and when will the baselines be defined?

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      121. Has/have the customer(s) been identified?

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      122. What baselines are required to be defined and managed?

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      123. What defines best in class?

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      124. Why are you doing Customer experience management integration and what is the scope?

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      125. Is special Customer experience management integration user knowledge required?

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      126. Are approval levels defined for contracts and supplements to contracts?

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      127. How do you keep key subject matter experts in the loop?

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      128. What are the Roles and Responsibilities for each team member and its leadership? Where is this documented?

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      129. Has everyone on the team, including the team leaders, been properly trained?

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      130. What is the worst case scenario?

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      131. What is the definition of Customer experience management integration excellence?

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      Add up total points for this section: _____ = Total points for this section

      Divided by: ______ (number of statements answered) = ______ Average score for this section

      Transfer your score to the Customer experience management integration Index at the beginning of the Self-Assessment.

      CRITERION #3: MEASURE:

      INTENT: Gather the correct data. Measure the current performance and evolution of the situation.

      In my belief, the answer to this question is clearly defined:

      5 Strongly Agree

      4 Agree

      3 Neutral

      2 Disagree

      1 Strongly Disagree

      1. Do you have an issue in getting priority?

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      2. How are costs allocated?

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      3. Is it possible to estimate the impact of unanticipated complexity such as wrong or failed assumptions, feedback, etcetera on proposed reforms?

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      4. What details are required of the Customer experience management integration cost structure?

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      5. Have you made assumptions about the shape of the future, particularly its impact on your customers and competitors?

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      6. What are your operating costs?

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      7. How will costs be allocated?

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      8. How do you verify performance?

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      9. What are the strategic priorities for this year?

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      10. How do you aggregate measures across priorities?

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      11. How can you reduce costs?

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      12. How do you prevent mis-estimating cost?

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      13. Where can you go to verify the info?

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      14. How frequently do you track Customer experience management integration measures?

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      15. How can you measure Customer experience management integration in a systematic way?

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      16. What does your operating model cost?

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      17. What is the total fixed cost?

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      18. What would it cost to replace your technology?

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      19. What are the estimated costs of proposed changes?

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      20. What are the costs of reform?

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      21. Are supply costs steady or fluctuating?

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      22. How do you verify and validate the Customer experience management integration data?

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      23.

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