In B2B your reliance on the knowledge, skill and capability of your people to deliver the right solutions to your clients is paramount.
But where to start? What capabilities do you need in your people to ensure business success?
Many businesses will have gut feel for where their gaps in Customer Management capability are and invest in recruiting or developing their teams accordingly. But for larger organisations in particular, if this is the only approach taken, this can lead to a very scattergun approach to development activity and a lack of focus on developing the capabilities that are most required to support customer strategy.
Build structure around your people development activity
Consider the following questions:
• Do you know the CM capabilities you need in to drive a customer centric approach to your business?
• Do you have these capabilities differentiated from an introductory level up to expert level?
• Are you able to match these levels to appropriate roles across your business?
• Have you used this capability framework as a basis for a training needs analysis to identify your key skill gaps?
At Customer Attuned, we have experience of helping businesses to build a CM capability infrastructure to allow subsequent investment in focussed and priority skill development. If you want to move from a scattergun to a real targeted approach, get in touch.
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