People Capabilities Maturity Model

Developing B2B Customer Management Capabilities – How Good Are You?

Your proposition is only as good as the capabilities of your people to develop and deliver it.

Question Title

* 1. Take a look at this high level maturity model for Customer Management (CM) competencies and take a few minutes to map your own organisation by rating how much each statement describes your business:

	We don’t do this at all	We do some of this but not consistently across the business	We’re making company-wide progress	Parts of the business do this and the rest is catching up	We fully do this as described
We have a capability framework in place that lays out differentiated levels of CM competencies from 'foundation' through to 'expert' skills	We have a capability framework in place that lays out differentiated levels of CM competencies from 'foundation' through to 'expert' skills We don’t do this at all	We have a capability framework in place that lays out differentiated levels of CM competencies from 'foundation' through to 'expert' skills We do some of this but not consistently across the business	We have a capability framework in place that lays out differentiated levels of CM competencies from 'foundation' through to 'expert' skills We’re making company-wide progress	We have a capability framework in place that lays out differentiated levels of CM competencies from 'foundation' through to 'expert' skills Parts of the business do this and the rest is catching up	We have a capability framework in place that lays out differentiated levels of CM competencies from 'foundation' through to 'expert' skills We fully do this as described
Our capability & competency framework has been mapped to all appropriate roles within the business	Our capability & competency framework has been mapped to all appropriate roles within the business We don’t do this at all	Our capability & competency framework has been mapped to all appropriate roles within the business We do some of this but not consistently across the business	Our capability & competency framework has been mapped to all appropriate roles within the business We’re making company-wide progress	Our capability & competency framework has been mapped to all appropriate roles within the business Parts of the business do this and the rest is catching up	Our capability & competency framework has been mapped to all appropriate roles within the business We fully do this as described
We have used this framework to carry out detailed skills and competency gap analyses for all roles & levels	We have used this framework to carry out detailed skills and competency gap analyses for all roles & levels We don’t do this at all	We have used this framework to carry out detailed skills and competency gap analyses for all roles & levels We do some of this but not consistently across the business	We have used this framework to carry out detailed skills and competency gap analyses for all roles & levels We’re making company-wide progress	We have used this framework to carry out detailed skills and competency gap analyses for all roles & levels Parts of the business do this and the rest is catching up	We have used this framework to carry out detailed skills and competency gap analyses for all roles & levels We fully do this as described
We have CM development plans for all staff to fill any competency gaps identified vs. the framework	We have CM development plans for all staff to fill any competency gaps identified vs. the framework We don’t do this at all	We have CM development plans for all staff to fill any competency gaps identified vs. the framework We do some of this but not consistently across the business	We have CM development plans for all staff to fill any competency gaps identified vs. the framework We’re making company-wide progress	We have CM development plans for all staff to fill any competency gaps identified vs. the framework Parts of the business do this and the rest is catching up	We have CM development plans for all staff to fill any competency gaps identified vs. the framework We fully do this as described
We have allocated sufficient resources to support training and development solutions	We have allocated sufficient resources to support training and development solutions We don’t do this at all	We have allocated sufficient resources to support training and development solutions We do some of this but not consistently across the business	We have allocated sufficient resources to support training and development solutions We’re making company-wide progress	We have allocated sufficient resources to support training and development solutions Parts of the business do this and the rest is catching up	We have allocated sufficient resources to support training and development solutions We fully do this as described

Question Title

* 2. Please provide your contact information if you would like any assistance with capability & competency development:

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