Customer Management Capabilities Model
An industry-agnostic Customer Management capability map with 130+ capabilities across two levels. Includes definitions and KPIs. Use it to assess maturity, plan investments, and align technology to business needs.
About This Capability Model
A comprehensive, industry-agnostic capability map for the Customer Management function, covering 130+ business capabilities organized across 2 hierarchical levels. Use it to evaluate functional maturity, plan capability investments, and align technology to business needs.
What's Inside
- Capability Map — 130+ capabilities across 2 hierarchical levels, in PowerPoint, Word, and Excel
- Capability Definitions — Clear descriptions at the most granular level for consistent interpretation
- Capability KPIs — Measurable indicators at Level 2 to assess maturity and performance
How Teams Use It
- Assess current-state maturity and identify capability gaps within the Customer Management function
- Align technology investments and vendor selection to specific capabilities
- Build a shared vocabulary between functional leaders and technology teams
- Drive process improvement, automation, and digital transformation initiatives
Who It's For
Enterprise architects, business architects, Customer Management leaders, transformation teams, and technology strategists.
What's Included
Enterprise License License
Consultancy License License
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