Capstera.com Customer Management business capability map is a pre-built and customizable business architecture deliverable. The Customer Management Capabilities Map is an intuitive and logical decomposition of help desk and customer management functions expressed as a hierarchical list. It comprises 130 capabilities across three levels.

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Thanks to the digital revolution, customer experience has emerged as a critical success factor in recent years. Legacy companies spend millions on customer-centric transformations, but several of the endeavors of falling short of expectations. One reason is the lack of a holistic perspective of the structural underpinnings of the function and its multiple facets. To understand the vital functions spanning customer service and management, it is imperative to have a structurally sound and stable business capability model.

Customer Management Business Capability Map Deliverables:

The help desk, customer service, and customer management business capability map comprise 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

Will the Customer Capabilities Matrix Fit Us to the “T”?

That is an interesting and important question to ask and answer. Our comprehensive and in-depth deliverables strive to meet between 60-75% of most firms. However, they may not meet your company’s unique needs. Many factors – size, location, business model, management structure, et al. – will make a difference in how much an off-the-shelf artifact fits your company like a glove. Therefore, we strive for the deliverables to be a springboard, not the final deliverable – the internal teams will have to customize it and tailor them with specific data and context. 

Uses and Benefits of a Customer Management Business Capability Model:

Business capabilities are a foundational component of business architecture.

The help desk, customer service, and customer management functions and the associated value streams have witnessed dramatic shifts in recent years, thanks to rising expectations of customers. In addition, the advent of digital has contributed to the need to achieve real-time insights into consumer behavior and facilitate a smooth Omnichannel journey and an optimal experience.

Capstera Customer Management Business Capability map intends to capture a detailed and nuanced perspective of what the customer service function does. It includes the essential features and emerging and value-add functions/capabilities.

Capability maps are invaluable as they help:

• Customer Management Teams generate a capability-led business transformation roadmap.
• Bridge the gap between business and IT with a common language.
• Understand the essence of what a business does in structurally stable terms.
• Align development efforts to strategic priorities.
• Conduct a gap analysis between current and desired states at a capability level and chart a transformation roadmap.
• Use capabilities to conduct a pre-merger target analysis and post-merger integration.

Provisos:

• We cannot accept refunds or returns as the products are digital deliverables.
• Please realize that a generic capability model may or may not be fully applicable in some circumstances.
• We do not offer any implied or explicit warranties, and it is sold on an as-is basis.
• The sale does not include customization or implementation help.
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