Customer Management
Manage customers across the customer lifecycle to guide customer interactions, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth
Type
Functional
Competency Area
Stakeholder and Customer Management
Levels
Follow guidelines to provide customer service
Identify triggers in service environment that may lead to potential service challenges
Apply service recovery procedures to respond to service challenges
Follow organisational processes and procedures to provide prompt and quality customer service
Identify customer needs and expectations
Identify urgent customer needs through assessments
Carry out measures to address urgent customer needs
Carry out collection of customer feedback
Enhance customer service by interpreting and actining on feedback
Support collection of information from various sources relevant to identifying customer needs and expectations
Support creation of positive customer experience by offering customised and personalised services
Identify areas of improvement as per customer feedback
Identify challenges that require escalation
Collaborate with stakeholders to service customers
Collaborate with customers to provide post-sales follow-ups
Analyse gaps between actual service performance and organisation’s service standards
Analyse service performance levels for effectiveness of actions taken
Maintain customer rapport to build customer confidence
Deploy service quality improvement tools to improve logistics delivery processes
Develop customer relationships through analysis of customer data
Review analysis derived from various sources to establish customer needs and expectations
Develop customer account management frameworks to measure and evaluate customer satisfaction
Facilitate dialogue sessions with customers
Adapt processes to measure and manage customer satisfaction and feedback
Develop customer service plans to support customers
Facilitate innovation of product or service offerings to respond to customer needs and expectations
Synergise customer needs and requirements with organisation capabilities
Devise strategies to meet customer requirements and expectations based on sales and customer management knowledge
Lead budgeting and regulatory processes, ensuring consistent frameworks used to formulate and optimise business solutions
Formulate service innovation frameworks
Drive culture that promotes service innovations
Devise service quality and customer satisfaction performance against benchmarking criteria and key performance indicators
Guide discussions on service quality and customer satisfaction with stakeholders
Transform discussions of potential opportunities into actionable future plans with customers
Cultivate value-creating partnerships with customers
Synergise customer and organisation advocacies
Forecast future customer needs and requirements
Transform forecasts into actionable resourcing plans to meet customer needs