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Customer Profiling Guide
0. Introduction
1. What is the Business Question?
2. Outcome Mapping
3. Customer segmentation and profiling
4. Data collection
5. Creating Customer Personas
6. User Needs co-design
7. Personalised Services
8. Mapping Service Against Needs
9. Business Process Re-engineering
10. Access & Channel Strategy
11. Outcome mapping 2
12. Marketing
13. Measure and evaluate
14. Roll out
15. Glossary
Themes
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Citadel Statement
Creating Smarter Cities
Customer profiling
Customer services
Wireless services
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