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Manufacturing company: customer management competency framework

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Manufacturing company: customer management competency framework

Although this company had sophisticated HR processes and procedures, the discipline of CM was not formally recognized. This resulted in a narrow view of CM roles and competencies. This framework illustrated in Table 8.3 was their first attempt to map CM role and competency requirements and thence define a training and development programme for the company's new CRM initiative.

Table 8.3: Customer management competency framework
 

Data entry accuracy

Complaint handling

Information analysis

Primary selling

Cross-selling and Up-selling

Creative communication

Managing suppliers

Managing projects

Face-to-face interpersonal skills

Customer persuasion

Information extraction

Opportunity identification

Telephone techniques

Understanding the organization

Understanding the market

Call centre agents

     

       

 

   

Call centre team leaders

 

   

       

       

Customer service agents

             

 

   

Area sales representatives

   

         

     

Sales managers

 

   

   

       

 

Key account managers

     

   

       

 

Supply chain managers

   

   

 

 

 

     

Technical support agents

             

 

   

Dealer managers

 

       

 

   

   

Delivery drivers

     

     

 

     

Credit control team

 

           

 

   

Product managers

   

   

 

         

Campaign owners

   

   

           

Business analysts

   

         

   

 

Customer researchers

             

 

   

Office receptionists

               

 

 

Switchboard operators

                 

 

Board members

 

     

   

       

Security guards

               

 

 

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