ITESA Consultants work with you to understand the vision, mission and strategy for the customer experience.  In customer service terms we look to develop the "ideal" user experience, based on the values and goals of the organization.  If marketing drives the demand experience, then service is the road to lasting value.  Your call center and business process need to facilitate and support the marketing cycle and strategy. 

Outlined below is a high level view of the marketing cycle.  This may be helpful to understand the strategy, and its impact on the organization.  Other maps, views and learning tools are used during an engagement to help plan, develop and support the organization.