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Planning for CRM and customer service success |
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Customer segments are well defined. |
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The company uses customer satisfaction surveys for understanding customer needs and what satisfies and dissatisfies customers.
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Human resources management practices empower all employees to participate in improvement initiatives.
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Employees at all levels receive the education and training they need to participate effectively.
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Senior executives are personally and visibly involved in demonstrating that improved customer satisfaction is a high priority strategic goal.
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Customer service performance measures exist at the organizational, departmental and individual job levels and are widely
publicized and acted upon.
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Communication is frequent and informative.
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All employees are aware of their internal customers and suppliers.
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The working environment is conducive to the well-being and morale of all employees.
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The organizational hierarchy does not inhibit effective and constructive two-way communication over process improvement issues.
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The company's values are clearly articulated and understood by all employees. They are constantly and consistently reinforced by the actions of all managers.
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Goals for customer satisfaction make us stretch but are attainable.
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The company encourages close collaboration and teamwork.
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The employee performance appraisal, recognition and reward processes strongly promote involvement in delivering customer satisfaction.
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Business processes are regularly reviewed to eliminate nonvalue-adding activities and improve customer satisfaction.
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Relationships with customers are managed effectively and involve obtaining information from them to improve products and services.
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Business cases for change are clearly articulated and validated.
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Customer complaints are welcomed and resolved quickly and positively.
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Effective processes for determining current and future customer requirements and expectations are applied both systematically and rigorously.
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The strategic and business planning processes have a strong focus on customer service and produce clear objectives for improvement.
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