Executives across industries recognize the importance of developing a clear customer strategy that coordinates all aspects of the organization. Yet many don’t know where to start. In the article, “Your company’s customer strategy: A path to delivering distinctive value and experience,” Strategy& (PwC) examines the challenges that organizations continue to face, especially considering the accelerating changes in technology, customer preferences, constrained organizational resources, and competitive pressures. The article also explores the role of customer strategy in managing risk and opportunity through the creation of differentiated services, products, and experiences.

Though the article focuses on for-profit companies, there are many parallels and insights that can be applied to nonprofit programs.  

How is the overall client experience for your nonprofit program? Take this brief 2-minute Nonprofit Client Experience quiz and find out the answer today. 

“A successful customer strategy needs to articulate the distinctive value and experience your organization will deliver to those customers over three to five years, along with the offerings, channels, operating models, and capabilities you will need.”

— Strategy&