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Customer Service Maturity Model by Mi4biz

Customer Service Maturity Model by Mi4biz

27 October 2017

Customer support department is the clearinghouse for all customer concerns raised from multiple communication channels. Researches have shown a positive correlation between customer satisfaction and customer loyalty as well as between customer loyalty are customer profitability.

Customer satisfaction or dissatisfaction is the result of a confirmation or disconfirmation of the expected service quality with 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 centre said Woodruff, Cadotte in 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 not only has to help in the assessment of customer care maturity but also provide guidance for improvement.

This is how Mi4biz measures and optimises your customer service for maturity;

MATURITY LEVELS
 
ACTIONS
INITIAL
Initial level, multi channel communication, ticketing, manual management of issues, basic reporting, lack of omni channel and single customer view, no workflows and measurement. Manual process execution or no process at all.
– Take a snaphot of current situation,

– List problems,

– Lİst Requirements,

– Get numbers (issues, emails, etc…)

– Fill Maturity Assesment Form

– Calculate point for initial level.

– Define critical actions for planned & measured levels.

– Prepare Report

– Start to Execute Roadmap

PLANNED
Planned Level, Omni channel customer communication, automated workflows, comprehensive reporting. Implementation with Mi4biz Roadmap is done and Mi4biz is on production.
– Take a snapshot of current situation (2 weeks after implementation of Mi4biz Roadmap & Live)

– Problem resolution list

– Requirements solution list

– Fill Maturity Assesment Form

– Calculate point for planned level.

– Define critical actions for measured & optimized level.

– Define critical KPI’s for measurement, start to measure. (Already defined in Maturity Assesment Form, but some of them will be critical in each 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.
– 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
Optimized Level, critical KPI’s are measured, Optimization actions are taken. Continuous Improvement is applied.
– Take a snapshot of current situation ( 1-3 months after optimization actions are defined)

– Fill Maturity Assesment Form

– Calculate point for optimized level.

– Workshop: Discuss the results with the customer, define further actions for improvement.

– Prepare Report

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