24 Process Areas to Build a Successful Customer-Centered Company


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A process area is a course of related activities and practices in an area that, when improved or first implemented by your organization, contributes to satisfy a larger goal in pursuit of a customer-centric management strategy.

My research on the customer-centric management Maturity model shows that the following 24 process areas are key for the development of a successful and profitable customer-centered organization:

  • Improvement Project Management
  • Delivery System Management
  • Customer Requirements Management
  • Customer Data Gathering & Analysis
  • Training and Development
  • Communication & Coordination
  • Model Implementation Program Management
  • Delivery System Development
  • Customer Knowledge Management
  • Complaints and Incident Resolution and Prevention
  • Product and Service Integration
  • Customer Experience
  • Organizational Structure Alignment
  • Customer Focused Training
  • Collaborative Culture
  • Solution Management
  • Customer Value Management
  • Total Experience Management
  • Information Systems Integration
  • Competency Management
  • Customization Management
  • Continuous Open Innovation
  • Entrepreneurial Culture
  • Performance Management.

5 Categories

All 24 process areas can be organized into these five thematic categories:

  • Implementation Management
  • Produce and Delivery
  • Knowledge Management
  • Organizational Development
  • Customer Orientation.

How process areas are distributed into these 5 categories and wrapped up into maturity levels is left to another post.

Francisco J Navarro
Francisco J Navarro is Founder and Author of "Smart Customer Management" a management framework to building successful and profitable customer-centered organizations.


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