219 Customer Interface Assessment Customer churn rates are low 54321 12345 Customer churn rates are high Customer base is well segmented 54321 12345 Customer base is unsegmented We are continuously acquiring new customers 54321 12345 We are failing to acquire new customers Our Channels are very effi cient 54321 12345 Our Channels are ineffi cient Our Channels are very effective 54321 12345 Our Channels are ineffective Channel reach is strong among customers 54321 12345 Channel reach among prospects is weak Customers can easily see our Channels 54321 12345 Prospects fail to notice our Channels Channels are strongly integrated 54321 12345 Channels are poorly integrated Channels provide economies of scope 54321 12345 Channels provide no economies of scope Channels are well matched to Customer Segments 54321 12345 Channels are poorly matched to Customer Segments Strong Customer Relationships 54321 12345 Weak Customer Relationships Relationship quality correctly matches Customer Segments 54321 12345 Relationship quality is poorly matched to Customer Segments Relationships bind customers through high switching costs 54321 12345 Customers switching costs are low Our brand is strong 54321 12345 Our brand is weak certainty of evaluation 1-10 importance to my b.m. 1–10 bmgen_final.indd 219 6/15/10 5:44 PM