Customer Resource Management A Complete Guide - 2020 Edition
()
About this ebook
Will the exchange share vision for the future for enhancing the customer experience? Are abandons included in your service level denominator? Is it important for the Call Center Representatives to be licensed? Are there any call deflection user stories implemented already in the existing exchange/CRM system? Are short calls factored out of the denominator in your service level?
Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department.
Unless you are talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'
This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Customer Resource Management investments work better.
This Customer Resource Management All-Inclusive Self-Assessment enables You to be that person.
All the tools you need to an in-depth Customer Resource Management Self-Assessment. Featuring 947 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Customer Resource Management improvements can be made.
In using the questions you will be better able to:
- diagnose Customer Resource Management projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
- implement evidence-based best practice strategies aligned with overall goals
- integrate recent advances in Customer Resource Management and process design strategies into practice according to best practice guidelines
Using a Self-Assessment tool known as the Customer Resource Management Scorecard, you will develop a clear picture of which Customer Resource Management areas need attention.
Your purchase includes access details to the Customer Resource Management self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. You will receive the following contents with New and Updated specific criteria:
- The latest quick edition of the book in PDF
- The latest complete edition of the book in PDF, which criteria correspond to the criteria in...
- The Self-Assessment Excel Dashboard
- Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation
- In-depth and specific Customer Resource Management Checklists
- Project management checklists and templates to assist with implementation
INCLUDES LIFETIME SELF ASSESSMENT UPDATES
Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
Read more from Gerardus Blokdyk
SAP MM Complete Self-Assessment Guide Rating: 4 out of 5 stars4/5Logistics and Supply Chain Management Complete Self-Assessment Guide Rating: 5 out of 5 stars5/5HR Analytics Complete Self-Assessment Guide Rating: 5 out of 5 stars5/5Project Management Office PMO Complete Self-Assessment Guide Rating: 5 out of 5 stars5/5Key Performance Indicator KPI Standard Requirements Rating: 4 out of 5 stars4/5Data Governance Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsSAP HANA Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsISO 14644 A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsEnterprise Risk Management Complete Self-Assessment Guide Rating: 5 out of 5 stars5/5SAP SD Complete Self-Assessment Guide Rating: 4 out of 5 stars4/5ISO 45001 Second Edition Rating: 4 out of 5 stars4/5Human resource management Complete Self-Assessment Guide Rating: 5 out of 5 stars5/5Power BI A Complete Guide Rating: 3 out of 5 stars3/5Quality Assurance Complete Self-Assessment Guide Rating: 4 out of 5 stars4/5SAP Supply Chain Management Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsISO 27001 Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsSAP CO Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsTOGAF Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsMicrosoft Dynamics 365 For Finance And Operations A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsSAP PM Complete Self-Assessment Guide Rating: 1 out of 5 stars1/5AUTOSAR Complete Self-Assessment Guide Rating: 3 out of 5 stars3/5Ux UI design Complete Self-Assessment Guide Rating: 4 out of 5 stars4/5National Electrical Code Second Edition Rating: 0 out of 5 stars0 ratingsISO 26262 Complete Self-Assessment Guide Rating: 3 out of 5 stars3/5Root-cause analysis Complete Self-Assessment Guide Rating: 0 out of 5 stars0 ratingsReliability Centered Maintenance Rcm Complete Self-Assessment Guide Rating: 3 out of 5 stars3/5SWOT Analysis A Complete Guide - 2019 Edition Rating: 5 out of 5 stars5/5Workday HCM A Complete Guide - 2019 Edition Rating: 5 out of 5 stars5/5Financial audit Complete Self-Assessment Guide Rating: 4 out of 5 stars4/5Python Data Structures and Algorithms Complete Self-Assessment Guide Rating: 5 out of 5 stars5/5
Related to Customer Resource Management A Complete Guide - 2020 Edition
Related ebooks
Customer Management Process A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Acquisition Management A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer acquisition management The Ultimate Step-By-Step Guide Rating: 0 out of 5 stars0 ratingsKnowledge Management For Customer Self Service A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Involvement Management A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Attrition A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Service Management A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Value Maximization A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Feedback Management Services A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Benefits A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Personas A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsCustomer Development A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsEngaging Customers A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsCustomer Success Management A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Perceived Value A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Effectiveness A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsCustomer Experience Insights A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Advocates A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsCustomer Intelligence A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsCustomer Knowledge A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsClient Engagements A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsCustomer Orientation A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Experience Demands A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsCustomer Relations A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsCustomer Demand Planning A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Experience Metrics A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratingsCustomer Delight A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Engagement Centers A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Behaviour A Complete Guide - 2020 Edition Rating: 0 out of 5 stars0 ratingsCustomer Touchpoints A Complete Guide - 2019 Edition Rating: 0 out of 5 stars0 ratings
Business For You
Law of Connection: Lesson 10 from The 21 Irrefutable Laws of Leadership Rating: 4 out of 5 stars4/5Crucial Conversations Tools for Talking When Stakes Are High, Second Edition Rating: 4 out of 5 stars4/5Summary of J.L. Collins's The Simple Path to Wealth Rating: 5 out of 5 stars5/5Crucial Conversations: Tools for Talking When Stakes are High, Third Edition Rating: 4 out of 5 stars4/5Nickel and Dimed: On (Not) Getting By in America Rating: 4 out of 5 stars4/5The Richest Man in Babylon: The most inspiring book on wealth ever written Rating: 5 out of 5 stars5/5Capitalism and Freedom Rating: 4 out of 5 stars4/5Becoming Bulletproof: Protect Yourself, Read People, Influence Situations, and Live Fearlessly Rating: 4 out of 5 stars4/5Collaborating with the Enemy: How to Work with People You Don’t Agree with or Like or Trust Rating: 4 out of 5 stars4/5Your Next Five Moves: Master the Art of Business Strategy Rating: 5 out of 5 stars5/5Confessions of an Economic Hit Man, 3rd Edition Rating: 5 out of 5 stars5/5Set for Life: An All-Out Approach to Early Financial Freedom Rating: 4 out of 5 stars4/5Leadership and Self-Deception: Getting out of the Box Rating: 4 out of 5 stars4/5Lying Rating: 4 out of 5 stars4/5Just Listen: Discover the Secret to Getting Through to Absolutely Anyone Rating: 4 out of 5 stars4/5The Intelligent Investor, Rev. Ed: The Definitive Book on Value Investing Rating: 4 out of 5 stars4/5Emotional Intelligence: Exploring the Most Powerful Intelligence Ever Discovered Rating: 5 out of 5 stars5/5Summary of Eve Rodsky's Fair Play Rating: 2 out of 5 stars2/5Invisible Influence: The Hidden Forces that Shape Behavior Rating: 4 out of 5 stars4/5The Catalyst: How to Change Anyone's Mind Rating: 4 out of 5 stars4/5Tools Of Titans: The Tactics, Routines, and Habits of Billionaires, Icons, and World-Class Performers Rating: 4 out of 5 stars4/5High Conflict: Why We Get Trapped and How We Get Out Rating: 4 out of 5 stars4/5Robert's Rules Of Order Rating: 5 out of 5 stars5/5Robert's Rules of Order: The Original Manual for Assembly Rules, Business Etiquette, and Conduct Rating: 4 out of 5 stars4/5How to Grow Your Small Business: A 6-Step Plan to Help Your Business Take Off Rating: 0 out of 5 stars0 ratingsThank You for Being Late: An Optimist's Guide to Thriving in the Age of Accelerations Rating: 4 out of 5 stars4/5
Reviews for Customer Resource Management A Complete Guide - 2020 Edition
0 ratings0 reviews
Book preview
Customer Resource Management A Complete Guide - 2020 Edition - Gerardus Blokdyk
Customer Resource Management
Complete Self-Assessment Guide
The guidance in this Self-Assessment is based on Customer Resource Management best practices and standards in business process architecture, design and quality management. The guidance is also based on the professional judgment of the individual collaborators listed in the Acknowledgments.
Notice of rights
You are licensed to use the Self-Assessment contents in your presentations and materials for internal use and customers without asking us - we are here to help.
All rights reserved for the book itself: this book may not be reproduced or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher.
The information in this book is distributed on an As Is
basis without warranty. While every precaution has been taken in the preparation of he book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it.
Trademarks
Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations appear as requested by the owner of the trademark. All other product names and services identified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark. No such use, or the use of any trade name, is intended to convey endorsement or other affiliation with this book.
Copyright © by The Art of Service
http://theartofservice.com
service@theartofservice.com
About The Art of Service
The Art of Service, Business Process Architects since 2000, is dedicated to helping stakeholders achieve excellence.
Defining, designing, creating, and implementing a process to solve a stakeholders challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department.
Unless you’re talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions.
Someone capable of asking the right questions and step back and say, ‘What are we really trying to accomplish here? And is there a different way to look at it?’
With The Art of Service’s Standard Requirements Self-Assessments, we empower people who can do just that — whether their title is marketer, entrepreneur, manager, salesperson, consultant, Business Process Manager, executive assistant, IT Manager, CIO etc... —they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better.
Contact us when you need any support with this Self-Assessment and any help with templates, blue-prints and examples of standard documents you might need:
http://theartofservice.com
service@theartofservice.com
Included Resources - how to access
Included with your purchase of the book is the Customer Resource Management Self-Assessment Spreadsheet Dashboard which contains all questions and Self-Assessment areas and auto-generates insights, graphs, and project RACI planning - all with examples to get you started right away.
How? Simply send an email to
access@theartofservice.com
with this books’ title in the subject to get the Customer Resource Management Self Assessment Tool right away.
You will receive the following contents with New and Updated specific criteria:
•The latest quick edition of the book in PDF
•The latest complete edition of the book in PDF, which criteria correspond to the criteria in...
•The Self-Assessment Excel Dashboard, and...
•Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation
•In-depth specific Checklists covering the topic
•Project management checklists and templates to assist with implementation
INCLUDES LIFETIME SELF ASSESSMENT UPDATES
Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
Get it now- you will be glad you did - do it now, before you forget.
Send an email to access@theartofservice.com with this books’ title in the subject to get the Customer Resource Management Self Assessment Tool right away.
Purpose of this Self-Assessment
This Self-Assessment has been developed to improve understanding of the requirements and elements of Customer Resource Management, based on best practices and standards in business process architecture, design and quality management.
It is designed to allow for a rapid Self-Assessment to determine how closely existing management practices and procedures correspond to the elements of the Self-Assessment.
The criteria of requirements and elements of Customer Resource Management have been rephrased in the format of a Self-Assessment questionnaire, with a seven-criterion scoring system, as explained in this document.
In this format, even with limited background knowledge of Customer Resource Management, a manager can quickly review existing operations to determine how they measure up to the standards. This in turn can serve as the starting point of a ‘gap analysis’ to identify management tools or system elements that might usefully be implemented in the organization to help improve overall performance.
How to use the Self-Assessment
On the following pages are a series of questions to identify to what extent your Customer Resource Management initiative is complete in comparison to the requirements set in standards.
To facilitate answering the questions, there is a space in front of each question to enter a score on a scale of ‘1’ to ‘5’.
1 Strongly Disagree
2 Disagree
3 Neutral
4 Agree
5 Strongly Agree
Read the question and rate it with the following in front of mind:
‘In my belief,
the answer to this question is clearly defined’.
There are two ways in which you can choose to interpret this statement;
1.how aware are you that the answer to the question is clearly defined
2.for more in-depth analysis you can choose to gather evidence and confirm the answer to the question. This obviously will take more time, most Self-Assessment users opt for the first way to interpret the question and dig deeper later on based on the outcome of the overall Self-Assessment.
A score of ‘1’ would mean that the answer is not clear at all, where a ‘5’ would mean the answer is crystal clear and defined. Leave emtpy when the question is not applicable or you don’t want to answer it, you can skip it without affecting your score. Write your score in the space provided.
After you have responded to all the appropriate statements in each section, compute your average score for that section, using the formula provided, and round to the nearest tenth. Then transfer to the corresponding spoke in the Customer Resource Management Scorecard on the second next page of the Self-Assessment.
Your completed Customer Resource Management Scorecard will give you a clear presentation of which Customer Resource Management areas need attention.
Customer Resource Management
Scorecard Example
Example of how the finalized Scorecard can look like:
Customer Resource Management
Scorecard
Your Scores:
BEGINNING OF THE
SELF-ASSESSMENT:
Table of Contents
About The Art of Service8
Included Resources - how to access8
Purpose of this Self-Assessment10
How to use the Self-Assessment11
Customer Resource Management
Scorecard Example13
Customer Resource Management
Scorecard14
BEGINNING OF THE
SELF-ASSESSMENT:15
CRITERION #1: RECOGNIZE16
CRITERION #2: DEFINE:28
CRITERION #3: MEASURE:44
CRITERION #4: ANALYZE:59
CRITERION #5: IMPROVE:75
CRITERION #6: CONTROL:91
CRITERION #7: SUSTAIN:103
Customer Resource Management and Managing Projects, Criteria for Project Managers:129
1.0 Initiating Process Group: Customer Resource Management130
1.1 Project Charter: Customer Resource Management132
1.2 Stakeholder Register: Customer Resource Management134
1.3 Stakeholder Analysis Matrix: Customer Resource Management135
2.0 Planning Process Group: Customer Resource Management137
2.1 Project Management Plan: Customer Resource Management140
2.2 Scope Management Plan: Customer Resource Management142
2.3 Requirements Management Plan: Customer Resource Management144
2.4 Requirements Documentation: Customer Resource Management146
2.5 Requirements Traceability Matrix: Customer Resource Management148
2.6 Project Scope Statement: Customer Resource Management150
2.7 Assumption and Constraint Log: Customer Resource Management152
2.8 Work Breakdown Structure: Customer Resource Management154
2.9 WBS Dictionary: Customer Resource Management156
2.10 Schedule Management Plan: Customer Resource Management159
2.11 Activity List: Customer Resource Management161
2.12 Activity Attributes: Customer Resource Management163
2.13 Milestone List: Customer Resource Management165
2.14 Network Diagram: Customer Resource Management167
2.15 Activity Resource Requirements: Customer Resource Management169
2.16 Resource Breakdown Structure: Customer Resource Management171
2.17 Activity Duration Estimates: Customer Resource Management173
2.18 Duration Estimating Worksheet: Customer Resource Management176
2.19 Project Schedule: Customer Resource Management178
2.20 Cost Management Plan: Customer Resource Management180
2.21 Activity Cost Estimates: Customer Resource Management182
2.22 Cost Estimating Worksheet: Customer