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Customer Service Maturity Model by next4biz

Customer Service Maturity Model by next4biz

27 October 2017

The customer support department is the clearing house for all customer concerns raised from multiple communication channels. Research has shown a positive correlation between customer satisfaction and customer loyalty as well as between customer loyalty and business profitability.

Customer satisfaction or dissatisfaction is the result of a confirmation, or lack thereof, of the expected service quality versus the perceived service quality. “The goal of customer care is to ensure that customers are satisfied with the process and the outcome of an interaction with the customer care center,” according to Woodruff and Cadotte (1983).

The customer care maturity model should be used as an internal management tool that supports the international customer care standards. Therefore, the maturity model must not only help in the assessment of customer care maturity, but also provide guidance for improvement.

This is how next4biz measures and optimizes your customer service for maturity.

MATURITY LEVELS
INITIAL
Initial level: multichannel communication. Ticketing, manual management of issues, basic reporting. Lack of omnichannel and single customer view. No workflows and measurement. Manual process execution or no process at all.
ACTIONS
Take a snapshot of current situation List problems List requirements Get numbers (issues, emails, etc.…) Fill out Maturity Assessment Form Calculate point for initial level Prepare report Start to execute roadmap
PLANNED
Planned level: omnichannel customer communication. Automated workflows, comprehensive reporting. Implementation with next4biz roadmap is done and next4biz is in production.
ACTIONS
Take a snapshot of current situation (2 weeks after implementation of next4biz roadmap & going live) List problem resolutions List requirement solutions Fill out Maturity Assessment Form Calculate point for planned level Define critical KPIs for measurement; start to measure (already defined in Maturity Assessment Form, but some will be more critical than others depending on the customer case) Prepare report Execute action plan for the next 3 months Get feedback, revise action plan; dynamic action planning & execution
MEASURED
Measured Level, critical KPI’s are measured, optimization actions are defined.
ACTIONS
Take a snapshot of current situation ( 3 months on live, enough data is collected for measurement & analysis.) Fill Maturity Assesment Form Calculate point for measured level Workshop: Take measurement results, discuss optimization actions with the customer Define optimization actions Prepare Report Execute Action Plan for next 3 months. Get Feedback, revise Action Plan. Dynamic Action Planning & Execution.
OPTIMIZED
Measured level: critical KPIs are measured; optimization actions are defined.
ACTIONS
Take a snapshot of current situation (3 months live; enough data has been collected for measurement & analysis) Fill out Maturity Assessment Form Calculate point for measured level Workshop: take measurement results, discuss optimization actions with the customer Prepare report
ANIMATED PRESENTATION CONTACT US
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