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Posted by Kate Leggett on June 13, 2011
How do you know how well your customer service offering compares with best practices? How do you know what to do to differentiate yourself from your competitors? To answer this question, I put together a Best Practices Framework that you can use to assess your current capabilities. There’s an associated tool in the form of a Microsoft Excel spreadsheet that allows you to evaluate yourself against 150 best practices, organized in eight different categories grouped into the four dimensions of strategy, process, technology, and people. Here’s a quick synopsis of the eight categories:
Use this framework to pinpoint your customer service capabilities most in need of innovation during the next 12 months. Build an action plan to strengthen these capabilities and agree on metrics to measure success. And let me know what you think of this framework. Did it work for you?
Join Kate Leggett and other Forrester analysts on Wednesday from 1 to 2:30 pm EDT for Forrester's Customer Empowerment Jam - Empowering Customers Through Business Process Transformation.
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