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.