Customer Capability Checkup: the 16 step framework

(This is the first entry to a much longer work found in its own page in this blog. You can follow this link to read it in entirety)

This is a framework I use to identify issues and opportunities within the operations that support the customer engagement, sales and retention processes. Like any diagnostic, it seeks to break a complex structure into manageable schema of core capacities. This enables a team to distinguish performance, pinpoint issues, and diagnose optimization opportunities within their own organization.

The diagnostic is a process of discovery. This approach is comprehensive and requires a significant investment of resource time and attention, but the results can be astounding and provides a sustainable model for future performance checkups.

The four Capacities are:

Defining the product mix strategy for Available Offers
Optimizing the Infrastructure, Routing, and Customer Profile
Ensuring Resource Capacity and Quality
Driving Sales Effectiveness

I will spend some time detailing each of the 16 capabilities required to support the Four Capacities for operationalizing customer engagement. Read on to see how to review each capability and identify issues and opportunities in your business.

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