This assessment is designed to establish a clear baseline of current customer-led maturity and identify opportunities for improvement based on your needs and preferences. The results can be used to inform priorities, support decision-making, and build a roadmap for future development.
1. Choose your engagement model or segment: If you run more than one, for example self-serve versus high-touch enterprise, take a separate assessment for each. Blending them together hides exactly where the real gaps are. We recommend one assessment per engagement model or customer segment, not one for the whole business.
2. Score each of the 12 dimensions: work through them one by one, rating your current state against the maturity levels described. You determine your future-state intentions.
3. Back it up where you can: For each dimension, we ask whether you have the hard data to support your selection. Where you don’t, that’s flagged as a confidence gap in its own right, and one worth closing before it becomes a priority gap*
*Adding retention metrics are optional but considering them will help to build an investment case for your customer-led roadmap