Product Description

Customer Management Business Capability Model: A Comprehensive, industry-agnostic, multi-purpose Customer Management functional area business capability model. Our Customer Management business capability model spans all key areas of Customer Management and is a hierarchical decomposition of “What” Customer Management function does.

Customer Management Business Capability Model

Customer Management Business Capability Model

What do I get?

  • A Customer Management Business Capability Model with ~100 capabilities

  • Formats:


    Presentation Slides

    Word processing document

Why do we need a Customer Management Business Capability Model?

Business capabilities are invaluable as they help bridge the gap between business and IT, help understand the essence of what a business does, and align development efforts to strategic priorities, which helps evolve and enhance capabilities.

Ideally, your firm should have a structured and well-defined enterprise business capability model, and as an integral part of the company model, there should be a Customer Management model. And furthermore, for the capability model to the actionable, it should be decomposed to a slightly granular level of capabilities (Level 3 or 4) for it to be practical and to be able to leverage in IT enablement projects.

One of the core functions of an enterprise is Customer Management. In today’s highly competitive market, managing all aspects of a client, and keeping them delighted is of paramount importance. To help with these objectives,well-decomposed customer management business capability model provides visibility and structure for planning.

CIOPages Customer Management Capability Model intends to capture a detailed view and a nuanced perspective of what Customer Management function does. It includes the nuts and bolts functional capabilities, as well as emerging and value-add functions/capabilities.

The customer management capability map will help provide a jumpstart to envision a future state, conduct a gap analysis, identify capabilities which are needed/improved, and help focus efforts on capabilities that matter!

What’s a Customer Management Business Capability Model?

The Customer Management Business capability model is decomposed to a minimum of two levels across the spectrum of Customer Management Capabilities, and many a time to levels 3 and 4 as well, depending on the granularity and modularity required.

The customer management business capability model is structurally sound, internally coherent and maintains principles of MECE (mutually exclusive and collectively exhaustive), for the most part.

Customer Management Business Capability Model – Level 1

Customer Strategy and Planning Customer Execution Customer Resource Management
Customer Compliance Management Customer and Social Analytics

Example Decomposition of a sliver of the Customer Management Capability Model

Level 1

Customer Life Cycle Management
Customer Service Management
Customer Experience Management
Customer Analytics and Reports

Level 2

Customer Support
Case Management
Community Help

Level 3

Call Center
Automated Voice Help
Customer Account/Support Teams
Online Real Time Assistance

Level 4

Agent Co Browing
Remote Access
Click to Chat
Click to Call
Social Media Help

Get the Customer Management Capabilities Model and also Receive the following BONUS Deliverables:

FREE BONUS Deliverables
General Intro to Capability Modeling
Business Architecture Framework
Business Capability Profile Template
Capability Assessment Template - Criteria and Notes
Role and Responsibilities of Business Architecture Leader


  • As the Customer Management Business Capability Model is a digital product, there are absolutely NO Returns.
  • Depending on your industry, the type of processes, policies, and practices you follow, and the scope of the functional footprint, some of the Capabilities may not be relevant to you.
  • If you are a consultant or a consulting company, there is a different pricing license and terms.
  • Sold on an as-is basis and no warranties
  • This sale does not include customization, help, or support. If you need professional services assistance, please contact us.
  • Please review our standard terms of service.

Need Customization Help?

Contact Us

What are Business Capabilities?

Business capabilities are foundational building blocks or Rosetta Stone for business and technology alignment. Business Capabilities describe “What” business does. Business capabilities offer several benefits and have a strong value proposition.

How should I use a Capability Model?

  • Understand the essence of an enterprise and what it does.
  • Alignment between business and technology with a universal language
  • Mapping to Applications/Services to understand the footprint and coverage
  • Creating a gap analysis between the current state and future state based on Capability Maturity
  • Understanding business needs for IT enablement based on stable entities
  • Conducting vendor analysis using capabilities to compare apples and apples
  • Leveraging in M&A to compare capabilities and their maturity between two firms

But, our Company is unique – will it fit us?

Of course, every business is slightly different regarding some capabilities as well as how they work. However, while there may be divergence at the edges, there is a lot of convergence at the core between most firms. The differences may be in part due to differences in industry, geography, types of products and services, and business model. Furthermore, the relative emphasis of the critical value streams and absence or presence of specific capabilities and competencies based on your unique needs may need to be reflected.

Last but not least, we don’t expect our Customer Management Business Capability Model (or any other model in fact) to fit you 100%. We hope you to take this as a straw model or a base and a springboard to achieve the level customization and specificity you desire.

If you need professional services to help to tailor the model to your needs and capture your firm’s unique essence, we can help.

Contact Us for Advisory Service details.

When should we buy a Capability Model?

Anytime is a good time! However, there are always triggers which may necessitate a Customer Management Business Capability Model.

  • Strategic review of the Customer Management function for transformation
  • Systems replacement or re-architecture of customer management function
  • Re-engineering of customer management processes
  • Customer management is in the scope of an enterprise capability model

But, we have a Business Capability Model already?

Well, in that case, either you can go with it, or if you require validation and cross-reference, you will still find our model valuable. After all, the price is less than the one-hour of the cumulative time spent by the combined brainpower assembled in the room.

What is my ROI?

The Value of Time Spent:

Typically, it takes a team of 4-5 to draft a Business Capability Model:

  • Product Manager
  • Business Architect
  • Enterprise Architect
  • Functional Experts – 2 or 3 to represent the broad spectrum of functional areas.

Now you can multiply the average hourly cost of the team and the hours spent, and you’ll get the story.

Opportunity Cost:

In addition to the time spent and the associated costs of drafting routine Capabilities, you also have an opportunity cost.

By quickly adding/deleting/modifying the base set of Business Capabilities, it will allow you the luxury of spending the balance of your quality time in conceptualizing and crafting the unique and specific Capabilities, which capture the essence of your company and its practices, principles, and perspectives.

Of course, let’s not forget the “Day Job” each of the SMEs (subject matter experts) could be doing.


Instead of spending countless hours stretched across weeks or months, you can have a baseline of Capabilities in a couple of sittings. That helps you expedite and accelerate the transformation.