Capability Directory


Managing customer service plans and roadmaps

Managing customer service plans and roadmaps

Related Terms:

This capability involves creating and executing a plan for providing customer service to ensure customer satisfaction and retention.

Beginner competence definition

Beginners understand the basic concepts of customer service and can assist customers with basic inquiries and requests. They can also participate in creating a customer service plan and understand how it fits into the larger business strategy.

Intermediate competence definition

Intermediate-level individuals are able to develop and implement customer service plans, and can effectively manage the day-to-day operations of the customer service team. They can identify areas for improvement and implement changes to the customer service plan to improve customer satisfaction.

Advanced competence definition

Advanced-level individuals have a deep understanding of customer service best practices and can create and execute a comprehensive customer service plan that aligns with the business strategy. They can effectively manage the customer service team, have a thorough understanding of customer behavior and can use this knowledge to drive customer satisfaction and retention.


Managing customer service metrics and reporting


Managing customer service with product adoption

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