BP 5. Manage Offers
Technical Services
Full Process Description 30-Transform/Innovate 20-Change/
Improve
10-Run/
Operate
5 Manage Customer Service (10006)

1
5.1 Develop customer care/customer service strategy (10378)

1
5.1.1 Develop customer service segmentation/ prioritization (e.g., tiers) (10381) 1
5.1.1.1 Analyze existing customers (10384)

1
5.1.1.2 Analyze feedback of customer needs (10385)
1
5.1.2 Define customer service policies and procedures (10382)
1
5.1.3 Establish service levels for customers (10383)
1
5.2 Plan and manage customer service operations (10379)
1
5.2.1 Plan and manage customer service work force (10387)
1
5.2.1.1 Forecast volume of customer service contacts (10390)

1
5.2.1.2 Schedule customer service work force (10391)

1
5.2.1.3 Track work force utilization (10392)
1
5.2.1.4 Monitor and evaluate quality of customer interactions with customer service representatives (10393)
1
5.2.2 Manage customer service requests/inquiries (10388)

1
5.2.2.1 Receive customer requests/inquiries (10394)

1
5.2.2.2 Route customer requests/inquiries (10395)

1
5.2.2.3 Respond to customer requests/ inquiries (10396)

1
5.2.3 Manage customer complaints (10389)

1
5.2.3.1 Receive customer complaints (10397)

1
5.2.3.2 Route customer complaints (10398)

1
5.2.3.3 Resolve customer complaints (10399)

1
5.2.3.4 Respond to customer complaints (10400)

1
5.3 Measure and evaluate customer service operations (10380)

1
5.3.1 Measure customer satisfaction with customer requests/inquiries handling (10401)

1
5.3.1.1 Gather and solicit post-sale customer feedback on products and services (10404)

1
5.3.1.2 Solicit post-sale customer feedback on ad effectiveness (10405)

1
5.3.1.3 Analyze product and service satisfaction data and identify improvement opportunities (10406)
1
5.3.1.4 Provide customer feedback to product management on products and services (10407)

1
5.3.2 Measure customer satisfaction with customer- complaint handling and resolution (10402)
1
5.3.2.1 Solicit customer feedback on complaint handling and resolution (11236)
1
5.3.2.2 Analyze customer complaint data and identify improvement opportunities (11237)
1
5.3.3 Measure customer satisfaction with products and services (10403)

1
5.3.3.1 Gather and solicit post-sale customer feedback on products and services (11238)

1
5.3.3.2 Solicit post-sale customer feedback on ad effectiveness (11239)

1
5.3.3.3 Analyze product and service satisfaction data and identify improvement opportunities (11240)
1
5.3.3.4 Provide customer feedback to product management on products and services (11241)

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An Offer applied using the 5 capability model  »An Offer applied using the 5 capability model
Management Capabilities (3)  »Management Capabilities (3)
Cybernetics - VSM - Identity and Planning »Cybernetics - VSM - Identity and Planning
Executive, Audit and Security »Executive, Audit and Security
APQC Business Process Framework (original structure) »APQC Business Process Framework (original structure)
BP 5. Manage Offers
Revenue/Benefit Transaction Capability »Revenue/Benefit Transaction Capability
Transaction Capabilities (2)  »Transaction Capabilities (2)
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