| 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) |
|
| 1 |
| 1 | 12 | 23 |