Customer Management Business Capability Map



Description Customer Management business capability map is an intuitive and logical decomposition of help desk and customer management functions expressed as a hierarchical list. In recent years, thanks to the digital revolution, customer experience has emerged as a critical success factor. To understand the vital functions and processes spanning customer service and management, it is imperative to have a structurally sound and a stable business capability model.

The Customer Management Business Capability Map Deliverable:

The help desk, customer service, and customer management business capability map deliverable includes the following formats:

  • An Excel spreadsheet with the list of the client management capabilities grouped according to the levels. The spreadsheet also includes addition worksheets with templates to conduct a capability assessment as well as a template to map core associations.
  • A PowerPoint format with the top three levels presented in a nested visualization.
  • A Word document with capabilities in a multilevel list format.
FREE BONUS Deliverables
Buy a Business Capabilities Map from and get the following FREE bonuses.
Business Architecture Uses Cases, Influence, and Impact - $10 Value
Business Architecture Leader - Role Description - $20 Value
Business Capability Profile Template - $10 Value
Business Architecture Framework Template - $10 Value
Business Capability Modeling Overview - $10 Value

Uses and Benefits of a Customer Management Business Capability Model:

Business capabilities are a foundational component of the business architecture.

The help desk and customer service, and management functions, and the associated value streams have witnessed dramatic shifts in recent years, thanks to rising expectations of customers. The advent of digital has contributed to the need for and a way 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 the detailed view and a nuanced perspective of what customer service function does. It includes the essential features as well as emerging and value-add functions/capabilities.

Capability maps are invaluable as they help:
  • 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 out a transformation roadmap.
  • Use capabilities to conduct a pre-merger target analysis and post-merger integration.

Example Decomposition of the Customer Management Business Capability Map:

Depending on the modularity and granularity necessary, the customer management business capability model is decomposed to multiple levels – Level 2, Level 3 and beyond.

Created by experts, the help desk and customer service capabilities list is structurally sound, internally coherent and mostly adheres to the construct of MECE (mutually exclusive and collectively exhaustive).

Example decomposition of a sliver of the customer management capability model.

Level 1 Capabilities

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

Level 2 Capabilities

Customer Support
Case Management
Self Help
Community Help

Level 3 Capabilities

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

Level 4 Capabilities

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


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

Need Customization Help?

What are business capabilities?

Business Capabilities are an encapsulation of “What” a business does. Business capabilities are a foundational building block of business architecture and help provide a set of stable entities to model an enterprise.

What is the value of business capabilities?

The term “Rosetta Stone of business and technology alignment,” captures the value of capabilities succinctly.

In a vast and complex firm, a detailed capability model allows for mapping to technology components to understand the functional sufficiency and footprint of applications to meet business needs.

Instead of project-based requirements, capability anchored specifications help companies focus on capability evolution, not siloed project execution

Using capabilities as Lego blocks, business owners and product managers can communicate their needs better to allow for optimal technology enablement.

A detailed capability model helps in vendor evaluation and selection.

It helps you identify conflicts, overlaps, and redundancies and zero in on the weak areas to develop a roadmap to evolve the capabilities.

What are the benefits of a generic/sample business capabilities map?

A generic/sample business capability map will help jumpstart the capability modeling and business architecture efforts. While our goal is to offer a set of capabilities that are 60-80% relevant, there is always that 20-40% that may need to be modified and customized to capture the unique essence of your enterprise. Also, having a pre-built sample capability model helps in a) not missing out on the core and distinct business capabilities and b) spend 80% of your time on the 20% of the capabilities that make you who you are!

Does Capstera help in customizing the sample business capabilities map?

Capstera team of experts have experience not only in creating a comprehensive and robust business architecture software but have built several capability models across functional areas and industry sectors. Given the business architecture and functional expertise, Capstera offers focused and accelerated customization services. Contact us for Advisory/Consulting Services.

Why should I pay for a business capability model?

The domain knowledge and intellect that went into constructing the capability models is very high. The cost is less than 2-hours of time of a moderately-priced consultant. Moreover, much less than the collective loaded costs of half-a-dozen people whiteboarding the capabilities over several sessions.

Consider the ROI:

  • The time savings and acceleration a sample business capability model offers
  • The value of focusing on what makes you unique rather than work on the entire list of capabilities.
  • The opportunity to do the day job rather than create a capability model from scratch.

Customer Management Business Capability Map