The organization regularly uses simulation, modelling and optimization tools in the innovation process in order to ensure greater alignment with customer requirements, reducing costs and development time.
To score “Totally agree”, the organization must:
Use, at least monthly, simulation and / or modelling in the creation process and development of its products / services, in order to test and adjust them at the design stage (e.g. correct their design, improve their features).
Develop prototypes, at least annually, so they can modify and adapt their products repeatedly before the production phase.
Question 23
The organization's products / services incorporate technologies, such as geolocation, network connectivity and accessibility, which enable the collection and transmission of relevant position data, status and functioning of the product / service and consequently the continuous optimization performance of the product / service throughout its life cycle.
To score “Totally agree”, the organization must:
Incorporate technologies capable of collecting and transmitting data in their products / services.
Continuously improve product / service performance or its current condition, - based on the information collected.
Question 24
The organization, in the process of developing products / services, systematically establishes partnerships with external entities (suppliers, customers, competitors, complementors), in order to reduce market and technological risks and ensure alignment with customer needs and requirements.
To score “Totally agree”, the organization must:
Have a defined strategy of collaboration with external entities involved in the process of creating its products / services, which is reviewed annually
Use collaborative platforms with external entities, through which the organization works, communicates and aligns customer needs and requirements, reducing market or technological risks
New sources of revenue
Question 25
The organization systematically carries out an analysis of the profitability of its products / services, identifying opportunities to improve margins through the introduction of innovation, either in the performance of the product / service, in its characteristics or in the simultaneously associated services, either in the production and distribution, or even in the way this is made available to the customer.
To score “Totally agree”, the organization must:
Assess the financial performance of their products / services and their processes at least monthly.
Identify new business models, sources of revenue and / or opportunities for improvement in margins arising from the introduction of technological innovations
Client knowledge
Question 26
The organization systematically collects data and information about its customers related to the process of acquisition and use of products / services, enabling a continuous acquisition of in-depth knowledge of preferences, needs and behaviours and improvement of the respective investment decisions in innovation.
To score “Totally agree”, the organization must:
Have mechanisms and / or systems that allow the collection and processing of data, in real time, about its customers and their use of the products developed and services provided.
Use varied sources of information to acquire in-depth knowledge about the preferences, needs and behaviours of its customers (e.g. competitors, market research companies, other entities).
Consider investment decisions in innovation, based on the analysis of the information collected, at least once a year
Question 27
The organization offers a range of products / services that are continuously designed to meet the customers' individual needs based on the data collected in their respective use.
To score “Totally agree”, the organization must:
Collect data from customers on a recurring basis about the use of their products / services.
Expand its offer based on usage data, through an annual development plan that enables the customization of its products / services according to the consumption patterns of each client.
Channels and connectivity
Question 28
The organization provides online access to its product / service offer and this allows it to sell it on their online stores or platforms.
To score “Totally agree”, the organization must:
Have its entire portfolio catalogued and available online for customer consultation.
Market its entire offer online, either through its own stores (e.g. websites, social networks), or through the use of digital platforms (e.g. Amazon)
Question 29
The organization has a unified distribution strategy that integrates digital distribution and marketing platforms - online stores and platforms and physical distribution channels - and business processes, in order to provide the customer with a customized experience, which responds to their needs, based on consistent and integrated communication.
To score “Totally agree”, the organization must:
Integrate the management of its physical and digital channels, and be able to recognize the customer as unique across channels (e.g. ensuring interoperability between databases, ensuring univocal and transversal customer identification keys).
Offer the customer a consistent experience across different channels, communicating in a cohesive way.
Client experience
Question 30
The organization has as a priority to continuously improve the quality of the experience offered to the client, adapting, whenever possible, communication and marketing to individual preferences based on the systematic collection and analysis of data and information through different points of contact.
To score “Totally agree”, the organization must:
Collect and analyse data from its customers, in real time, at the various points of contact with them.
Adjust, in all interactions with the customer, communication and marketing to the customer's preferences, using the information obtained.
Have metrics for evaluating and monitoring the experience offered to customers, assessed monthly.
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