Save time, empower your teams and effectively upgrade your processes with access to this practical Customer Management Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any Customer Management related project.
Download the Toolkit and in Three Steps you will be guided from idea to implementation results.
The Toolkit contains the following practical and powerful enablers with new and updated Customer Management specific requirements:
STEP 1: Get your bearings
- The latest quick edition of the Customer Management Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.
Organized in a data driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…
- Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation
Then find your goals…
STEP 2: Set concrete goals, tasks, dates and numbers you can track
Featuring 619 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Customer Management improvements can be made.
Examples; 10 of the 619 standard requirements:
- Which customers should we choose to serve through which channels, with which products, prices, and marketing programs, for which decision and life cycle stages, under which organization structure?
- Can you initiate approvals according to the customer managements hierarchy, job function and/or situation specific rules?
- How does a service account manager gain enough customer understanding to appreciate what creates value for the customer?
- How does a further conceptualized CX construct relate to other major constructs in customer management and marketing?
- Do you know how much you can afford to spend on acquisition, development and retention of different customer groups?
- What are the sources of value and how can CRM systems support value creation in your organization?
- Is multichannel customer management a segmentation strategy or a customer satisfaction strategy?
- How can a CRM strategy create value for your organization, aiming at international expansion?
- What are the metrics or milestones that can be leading indicators of success?
- Is multichannel customer management a potential competitive advantage?
Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:
- The workbook is the latest in-depth complete edition of the Customer Management book in PDF containing 619 requirements, which criteria correspond to the criteria in…
Your Customer Management self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:
- The Self-Assessment Excel Dashboard; with the Customer Management Self-Assessment and Scorecard you will develop a clear picture of which Customer Management areas need attention, which requirements you should focus on and who will be responsible for them:
- Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
- Gives you a professional Dashboard to guide and perform a thorough Customer Management Self-Assessment
- Is secure: Ensures offline data protection of your Self-Assessment results
- Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:
STEP 3: Implement, Track, follow up and revise strategy
The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Customer Management projects with the 62 implementation resources:
- 62 step-by-step Customer Management Project Management Form Templates covering over 6000 Customer Management project requirements and success criteria:
Examples; 10 of the check box criteria:
- Team Member Performance Assessment: How are assessments designed, delivered, and otherwise used to maximize training?
- Stakeholder Management Plan: Have all involved stakeholders and work groups committed to the Customer Management project?
- Responsibility Assignment Matrix: Are the bases and rates for allocating costs from each indirect pool consistently applied?
- Schedule Management Plan: Have adequate resources been provided by management to ensure Customer Management project success?
- Risk Audit: Is the customer willing to establish rapid communication links with the developer?
- Project Portfolio management: Why would the work force want to know the force rank order of the portfolio?
- Scope Management Plan: Are calculations and results of analyses essentially correct?
- Assumption and Constraint Log: Is the definition of the Customer Management project scope clear; what needs to be accomplished?
- WBS Dictionary: Are work packages reasonably short in time duration or do they have adequate objective indicators/milestones to minimize subjectivity of the in process work evaluation?
- Lessons Learned: What regulatory regime controlled how the organization head and program manager directed the organization and Customer Management project?
Step-by-step and complete Customer Management Project Management Forms and Templates including check box criteria and templates.
1.0 Initiating Process Group:
- 1.1 Customer Management project Charter
- 1.2 Stakeholder Register
- 1.3 Stakeholder Analysis Matrix
2.0 Planning Process Group:
- 2.1 Customer Management project Management Plan
- 2.2 Scope Management Plan
- 2.3 Requirements Management Plan
- 2.4 Requirements Documentation
- 2.5 Requirements Traceability Matrix
- 2.6 Customer Management project Scope Statement
- 2.7 Assumption and Constraint Log
- 2.8 Work Breakdown Structure
- 2.9 WBS Dictionary
- 2.10 Schedule Management Plan
- 2.11 Activity List
- 2.12 Activity Attributes
- 2.13 Milestone List
- 2.14 Network Diagram
- 2.15 Activity Resource Requirements
- 2.16 Resource Breakdown Structure
- 2.17 Activity Duration Estimates
- 2.18 Duration Estimating Worksheet
- 2.19 Customer Management project Schedule
- 2.20 Cost Management Plan
- 2.21 Activity Cost Estimates
- 2.22 Cost Estimating Worksheet
- 2.23 Cost Baseline
- 2.24 Quality Management Plan
- 2.25 Quality Metrics
- 2.26 Process Improvement Plan
- 2.27 Responsibility Assignment Matrix
- 2.28 Roles and Responsibilities
- 2.29 Human Resource Management Plan
- 2.30 Communications Management Plan
- 2.31 Risk Management Plan
- 2.32 Risk Register
- 2.33 Probability and Impact Assessment
- 2.34 Probability and Impact Matrix
- 2.35 Risk Data Sheet
- 2.36 Procurement Management Plan
- 2.37 Source Selection Criteria
- 2.38 Stakeholder Management Plan
- 2.39 Change Management Plan
3.0 Executing Process Group:
- 3.1 Team Member Status Report
- 3.2 Change Request
- 3.3 Change Log
- 3.4 Decision Log
- 3.5 Quality Audit
- 3.6 Team Directory
- 3.7 Team Operating Agreement
- 3.8 Team Performance Assessment
- 3.9 Team Member Performance Assessment
- 3.10 Issue Log
4.0 Monitoring and Controlling Process Group:
- 4.1 Customer Management project Performance Report
- 4.2 Variance Analysis
- 4.3 Earned Value Status
- 4.4 Risk Audit
- 4.5 Contractor Status Report
- 4.6 Formal Acceptance
5.0 Closing Process Group:
- 5.1 Procurement Audit
- 5.2 Contract Close-Out
- 5.3 Customer Management project or Phase Close-Out
- 5.4 Lessons Learned
With this Three Step process you will have all the tools you need for any Customer Management project with this in-depth Customer Management Toolkit.
In using the Toolkit you will be better able to:
- Diagnose Customer Management projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
- Implement evidence-based best practice strategies aligned with overall goals
- Integrate recent advances in Customer Management and put process design strategies into practice according to best practice guidelines
Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.
Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, ‘What are we really trying to accomplish here? And is there a different way to look at it?’
This Toolkit empowers people to do just that – whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc… – they are the people who rule the future. They are the person who asks the right questions to make Customer Management investments work better.
This Customer Management All-Inclusive Toolkit enables You to be that person:
Includes lifetime updates
Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.