Customer management assessment

1. Customer Management Assessment

4. A scope

5. A scope

6. Put simply - it’s about ‘Tilting the line’ Investment in managing the customers Value of customers Where many organi s ations are now What CM tries to achieve

12. Who is using it AA

13. CMAT Assessment Approach Planning Preparation Interviews Feedback presentation Report Assessment completion Follow-up

14. Resource required for a Healthcheck Phase Pre-sales support 0 Planning & Preparation 2 Interviews 3 Assessment completion 1 Report 1 Recommendations 1 Presentation 1 Admin and follow-up 0 TOTAL 9

16. The Mind Map

17. Answering dimensions - Intention Full commitment and detailed plans All relevant groups and management teams are completely committed to doing this. There is a clear strategy in place and detailed plans exist with appropriate budgets agreed. Full commitment and some plans All relevant groups and management teams are completely committed to doing this. There is a developing strategy and the early stages of detailed planning have started. Full commitment but no real plans All relevant groups and management teams are completely committed to doing this. A budget may have been agreed but no planning work has started yet. Some commitment and some plans Some of the relevant people are committed to doing this but not all. There will be some level of plans in place and may be some piloting work. Little or no commitment and plans Very few people who have the ability to make this happen are committed to doing so and no plans exist to make it happen.

18. Answering dimensions - Reality Fully implemented This has been implemented completely in all the places within the organisation where it needs to be. Substantially implemented This is either nearing completion in all the places where it is needed or is fully implemented in most of the places. Implementation in progress There is clear evidence that implementation will be fully completed but it is only part way through being implemented at the moment. Some isolated implementation There are places where this has been implemented but it is not part of an overall full implementation and may stop with just those places where it was observed. No real implementation There is little evidence of implementation in any of the places where it needs to be completed.

19. Overall scope and its sub-sections