How Does RMOS™ Operationalize Customer-Centric Processes?
RMOS™ turns customer-centric ambition into repeatable execution by connecting strategy, journeys, plays, data, and technology—so every process from awareness to renewal is designed and measured around what’s best for the customer and revenue growth.
RMOS™ operationalizes customer-centric processes by starting with customer journeys and then wiring everything—roles, plays, SLAs, content, data, automation, and dashboards—to those journeys. Instead of ad hoc campaigns, you get documented, governed processes that make it easy for teams to consistently do the right thing for the customer and the business.
What Does “Operationalizing” Customer-Centricity Mean in RMOS™?
The RMOS™ Playbook for Customer-Centric Processes
Use this sequence to move from “we want to be customer-centric” to a working operating model where customer-first processes are defined, executed, and improved every quarter.
Discover → Design → Orchestrate → Enable → Automate → Measure → Improve
- Discover the real customer journeys. Map how buyers and customers actually move—from problem awareness to renewal and expansion. Capture buying roles, information needs, decision gates, and friction points for each priority segment.
- Design customer-centric plays and processes. For each key journey stage, define who does what, when, and with which assets. Document standard plays (inbound, outbound, partner, lifecycle) aligned to customer needs and RM6™ stages.
- Orchestrate across functions. Use RMOS™ to align marketing, sales, CX, and product around the same journeys, definitions, and handoffs. Set SLAs for speed-to-lead, follow-up, onboarding steps, and adoption checkpoints.
- Enable teams in the flow of work. Turn plays into accessible playbooks, templates, and guidance inside your systems of engagement. Equip people with “what good looks like” for customer-first interactions—not just strategy decks.
- Automate where it helps the customer. Use automation to trigger journey-based actions (nurtures, alerts, tasks, onboarding flows) based on customer signals, while preserving room for human judgment when it matters most.
- Measure along the journey, not just at the funnel. Build dashboards that show engagement, conversion, velocity, and value at each stage, alongside CX signals like satisfaction, effort, and churn risk—so you can see where processes help or hurt customers.
- Continuously improve the operating system. Use regular RMOS™ governance forums to review performance, prioritize improvements, retire ineffective plays, and test new ones—treating the operating system itself as a product to iterate.
Customer-Centric Process Maturity in RMOS™
| Capability | From (Ad Hoc) | To (RMOS™ Operationalized) | Owner | Primary KPI |
|---|---|---|---|---|
| Journey Definition | Generic funnel stages; limited customer insight | Documented journeys by segment and buying group with clear entry/exit criteria | CX / Strategy | Coverage of Priority Journeys |
| Plays & Campaigns | Random acts of marketing and selling | Standardized, customer-centric plays mapped to journeys and RM6™ stages | Marketing / Sales Leadership | % Revenue Influenced by Standard Plays |
| Handoffs & SLAs | Informal handoffs; unclear responsibility | Defined owners, SLAs, and routing at each journey stage | RevOps | SLA Attainment / Lead & Case Leakage |
| Enablement & Playbooks | One-off training sessions | Playbooks, assets, and training embedded in workflows and tools | Revenue Enablement | Playbook Adoption / Ramp Time |
| Data & Insights | Channel- or system-specific reporting | Integrated journey-based views connecting engagement, pipeline, and CX metrics | Analytics / RevOps | Journey-Level Conversion & Velocity |
| Governance & Improvement | Fixes only after issues escalate | Recurring RMOS™ reviews to refine journeys, plays, and processes | Executive Sponsor / RevCOE | Number & Impact of Process Improvements per Quarter |
Client Snapshot: From Disconnected Tactics to a Customer-Centric Operating System
A global B2B organization partnered with Pedowitz Group to build an RMOS™-driven operating model. By aligning journeys, lead management, and governance around customer needs, they moved from one-off campaigns to a cohesive, customer-first engine that improved conversion, velocity, and revenue predictability— echoing the kind of impact seen in transformations like Comcast Business’ $1B in revenue improvement .
RMOS™ is where customer-centric strategy becomes everyday behavior—documented, automated, and measured so you can scale the right experiences across teams, regions, and channels.
Frequently Asked Questions about RMOS™ and Customer-Centric Processes
Turn Customer-Centric Strategy into an Operating System
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