12 min read
José De León | May 29, 2025
A Target Operating Model (TOM) is the blueprint that defines how a company must organize its processes, people, technology and governance to deliver its strategy. Implementing it follows a step-by-step roadmap that moves from strategic objectives...
The seven key dimensions when implementing a CRM are attract, convert, retain, loyalty, service, refer and optimization. Together they define what...
Website conversion rate is the percentage of visitors who complete a valuable action, such as buying, booking, registering, filling out a form or...
The exchange of supplies between companies is very common, since they provide what is necessary for the generation of products, such as raw materials...
At ICX Consulting, where we redesign commercial and customer processes for companies in the Americas, a business process is defined as the repeatable...
User experience and user interface are not the same thing. The interface is what people see and touch, while the experience is everything they feel...
Apple is the reference case for user experience because it treats experience as a business model and not as a design phase. Its products, stores,...
Managing customer contracts in a B2B company means keeping the commercial terms agreed with each client, such as price, dates, delivery, payment...
Cold prospecting by phone is an unsolicited call to a person or company that has not yet asked to be contacted, made to open a conversation and...
In banking digital transformation, the business model defines which customers the bank serves, with what value proposition and how it earns money,...
