Many companies have managers or business processes for handling customer complaints. The problem is that the individual complaints remain in the minds of the people who are responsible for them. This is efficient for managing the process, but inefficient for customer-driven innovation.
After all, every innovation – such as process innovation, product innovation or the development of digital business models – begins with the analysis of problems and weaknesses. Provide information about customer complaints to specific groups of stakeholders in your company! A transparent complaint process is one of the key factors for successful customer-driven innovation!
The Innolytics® Innovation Management software allows companies to set up a process to manage customer complaints and share this knowledge among specific users. For example, employees in product development or in the digitalization division can follow customer complaints. This creates valuable stimuli for the development of customer-driven innovation. Employees from different departments can think about how they can make their products, processes or services even more customer-friendly.