The Organization's Maturity and Competence in CM Management

The Organization's Maturity and Competence in CM Management

Figure 16.3 shows the ROI planned for a number of companies at different stages of customer management maturity. How CM investment pays back varies by the company's CM maturity. Companies that manage their customers especially badly are likely to see a much greater benefit but from a higher level of investment, over a longer period of time. They have more to invest and more to gain.

Figure 16.3: Maturity and the Time Dimension