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.

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:

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* 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
Our capability & competency framework has been mapped to all appropriate roles within the business
We have used this framework to carry out detailed skills and competency gap analyses for all roles & levels
We have CM development plans for all staff to fill any competency gaps identified vs. the framework
We have allocated sufficient resources to support training and development solutions
Please provide your contact information if you would like any assistance with capability & competency development:

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

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