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Customer Management Capabilities Model

U.S. $699U.S. $1,999

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Product Description

Customer Management Capabilities 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.  The customer management capabilities model comprises 130 capabilities across three levels.

In the digital age, customer management capabilities are crucial for enterprises due to increasing customer expectations and heightened competition. Customers demand seamless, personalized experiences across various digital platforms. Without effective customer management, businesses risk losing valuable clientele to more responsive competitors. Therefore, companies must transform their customer management strategies, leveraging advanced technologies such as AI and data analytics. These technologies enable them to gain insights into customer behavior, tailor services to individual needs and proactively address concerns. Such a transformation ensures customer satisfaction and loyalty, drives revenue growth, and maintains a competitive edge in today’s digital-centric market.

Customer Management Capabilities Model Deliverables?

The customer management capabilities model comprises 130 capabilities, and the deliverables include the following artifacts:

  • An Excel spreadsheet with the list of client management capabilities grouped according to the levels.
  • A PowerPoint format with the top two levels presented in a nested visualization along with all the other capabilities.
  • A Word document with capabilities in a multilevel list format.
  • Customer Management Capability Definitions
  • Customer Management – Sample Key Performance Indicators aligned with Level 2 Capabilities

Why do we need a Customer Management Capabilities 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 paramount. To help with these objectives, a well-decomposed customer management business capability model provides visibility and structure for planning.

CIOPages Customer Management Capability Model intends to capture a detailed and nuanced perspective of what the Customer Management function does. It includes the nuts and bolts functional capabilities and 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 that are needed/improved, and help focus efforts on capabilities that matter!

The Customer Management Business capabilities model is decomposed into three levels across the spectrum of Customer Management functions.

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


  • 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?

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What are Business Capabilities?

Business capabilities are foundational building blocks or Rosetta Stone for business and technology alignment. Business Capabilities describe “What” a 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 and 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 partly due to differences in industry, geography, types of products and services, and business model. Furthermore, the relative emphasis of the critical value streams and the 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) to fit you 100%. We hope you take this as a straw model or a base and a springboard to achieve the 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 that 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 what if we have a Business Capability Model already?

In that case, 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 to spend 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.

Customer Management Capabilities Model

U.S. $699U.S. $1,999

Licensing Options
Product FAQs

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