Monday 15 December 2008

Customer Engagement Maturity Matrix

The subject of Customer Enagagement (CE) is often mis-understood. To alleviate this situation, I have developed a Customer Enagagement Maturity matrix (CEMM) across a number of key dimensions. These include :
  1. Customer Strategy and Change Management
  2. Customer Data & Information Architecture
  3. Customer facing IT architecture
  4. eMarketing & Brand Management
  5. Online presence & services
  6. Channel Management
  7. eForms & Document Automation
  8. Customer Service

This provides a formal framework to evaluate the current CE capability of an organisation, and to compare it with others. It also provides an important basis to identify weaknesses and therefore, a basis to develop a CE improvement strategy.

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