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.
