Excellence Starts at Home: Why CEOs Should Hold Functional Leaders Accountable for Serving Their Internal Customers

The growth plans and strategies of a company are no less dependent on internal functions delivering as promised than on an outside provider performing a contract. While a company may not simply replace an entire department because it did not succeed in meeting the needs of an internal customer, it can make sure its internal departments are as concerned with their performance in support of internal customers as outside vendors would be. Their variable compensation should, in part, focus on the internal customer experience (iCX).

In this article, we explain why the iCX should be more popular with business leaders and offer advice on implementing an iCX program.