Global Customer Service Toolkit


• Help the team and your customers transition from your current single product, perpetual business model to a multi product, subscription / SaaS business model.
  
  

• Provide actionable insights and a clear point of view on marketing performance and Customer Behavior.
  
  

• Ensure primary liaison between sales, Customer Support, and Product Teams.
  
  

• Push the envelope on new ideas and new value for customers; working with organization, partners, customer staff and staff with and eventually set Market Trends.
  
  

• Create Customer Loyalty by providing extraordinary service to each customer via Inbound And Outbound contacts.
  
  

• Serve as the focal point/primary contact for customer servicing IoT/M2M/B2B infrastructure related implementations.
  
  

• Develop, present and implement strategies to address marketplace competition, changes in customer preference and improvements in technology, and marketing tools.
  
  

• Ensure you involve; recommend changes in IT procedures to meet customer needs.
  
  

• Provide Application Security expertise to customer project delivery teams throughout the Software Development Lifecycle (SDLC).
  
  

• Support of Management Review to collate and present customer audit data.
  
  

• Secure that your organization translates high level Customer Requirements into detailed design documents for engineering and marketing, contributes to design decisions, recommends advanced new designs and/or process or changes to existing designs and/or process to meet requirements.
  
  

• Arrange that your organization keeps customer informed on the nature of service provided, outstanding issues and recommends system enhancements, upgrades, and or replacement.
  
  

• Manage work with functional business peers in operations, finance, marketing, and sales to improve the forecasting process and overall planning execution to sustain high levels of Customer Satisfaction, while Reducing Costs and improving Working Capital turnover.
  
  

• Deliver results that achieve or surpass projects targets based on ROI, Customer Satisfaction, or employee satisfaction improvement objectives.
  
  

• Provide consolidated Help Desk function/serve as the government IT focal point for Customer Support.
  
  

• Arrange that your organization communicates customer, regulatory and organizational requirements to assure Product Quality, contract compliance and Customer Satisfaction.
  
  

• Be accountable for assessing customer workloads, qualifying applications that are suitable for migration and developing high level Statement Of Work.
  
  

• Develop and execute a strategy to ensure client retention and growth through close interaction with the commercial sales teams, service teams, Performance Partnership Consultants and commercial Customer Success Advocates.
  
  

• Coordinate with Customer Success managers to support customer training.
  
  

• Maintain up to date support case records and customer information by utilizing your Customer Support Management System (Salesforce).
  
  

• Confirm your organization establishes and maintains relationships with marketing partners, community members, and industry influencers.
  
  

• Manage Knowledge Transfer and sharing Best Practices with team members that help enhance the quality and efficiency of Customer Service and Process Management.
  
  

• Secure that your planning creates genuine connections with customers and fosters relationships through superior Customer Service to build and maintain membership sales.
  
  

• Maintain a consistent, structured technicians group training program covering the areas of technical, customer relations, sales, sales lead and processes.
  
  


Save time, empower your teams and effectively upgrade your processes with access to this practical Global Customer Service Toolkit and guide. Address common challenges with best-practice templates, step-by-step Work Plans and maturity diagnostics for any Global Customer Service related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated Global Customer Service specific requirements:

STEP 1: Get your bearings

Start with...


• The latest quick edition of the Global Customer Service Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.


Organized in a Data Driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…


• Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation


Then find your goals...

STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 999 new and updated case-based questions, organized into seven core areas of Process Design, this Self-Assessment will help you identify areas in which Global Customer Service improvements can be made.

Examples; 10 of the 999 standard requirements:


1. How will you measure success?
   
   

2. Who will be in control?
   
   

3. What is in scope?
   
   

4. Who are the Global Customer Service decision makers?
   
   

5. What are the Global Customer Service resources needed?
   
   

6. At what moment would you think; Will I get fired?
   
   

7. Are your goals realistic? Do you need to redefine your problem? Perhaps the problem has changed or maybe you have reached your goal and need to set a new one?
   
   

8. How can Risk Management be tied procedurally to process elements?
   
   

9. Is your strategy driving your strategy? Or is the way in which you allocate resources driving your strategy?
   
   

10. What do your reports reflect?
    
    


Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:


• The workbook is the latest in-depth complete edition of the Global Customer Service book in PDF containing 994 requirements, which criteria correspond to the criteria in...


Your Global Customer Service self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:


• The Self-Assessment Excel Dashboard; with the Global Customer Service Self-Assessment and Scorecard you will develop a clear picture of which Global Customer Service areas need attention, which requirements you should focus on and who will be responsible for them:
  
  


• Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix

• Gives you a professional Dashboard to guide and perform a thorough Global Customer Service Self-Assessment

• Is secure: Ensures offline Data Protection of your Self-Assessment results

• Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:



STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Global Customer Service projects with the 62 implementation resources:


• 62 step-by-step Global Customer Service Project Management Form Templates covering over 1500 Global Customer Service project requirements and success criteria:


Examples; 10 of the check box criteria:


1. Cost Management Plan: Eac -estimate at completion, what is the total job expected to cost?
   
   

2. Activity Cost Estimates: In which phase of the Acquisition Process cycle does source qualifications reside?
   
   

3. Project Scope Statement: Will all Global Customer Service project issues be unconditionally tracked through the Issue Resolution process?
   
   

4. Closing Process Group: Did the Global Customer Service Project Team have enough people to execute the Global Customer Service project plan?
   
   

5. Source Selection Criteria: What are the guidelines regarding award without considerations?
   
   

6. Scope Management Plan: Are Corrective Actions taken when actual results are substantially different from detailed Global Customer Service project plan (variances)?
   
   

7. Initiating Process Group: During which stage of Risk planning are risks prioritized based on probability and impact?
   
   

8. Cost Management Plan: Is your organization certified as a supplier, wholesaler, regular dealer, or manufacturer of corresponding products/supplies?
   
   

9. Procurement Audit: Was a formal review of tenders received undertaken?
   
   

10. Activity Cost Estimates: What procedures are put in place regarding bidding and cost comparisons, if any?


 
Step-by-step and complete Global Customer Service Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:


• 1.1 Global Customer Service project Charter

• 1.2 Stakeholder Register

• 1.3 Stakeholder Analysis Matrix


2.0 Planning Process Group:


• 2.1 Global Customer Service Project Management Plan

• 2.2 Scope Management Plan

• 2.3 Requirements Management Plan

• 2.4 Requirements Documentation

• 2.5 Requirements Traceability Matrix

• 2.6 Global Customer Service project Scope Statement

• 2.7 Assumption and Constraint Log

• 2.8 Work Breakdown Structure

• 2.9 WBS Dictionary

• 2.10 Schedule Management Plan

• 2.11 Activity List

• 2.12 Activity Attributes

• 2.13 Milestone List

• 2.14 Network Diagram

• 2.15 Activity Resource Requirements

• 2.16 Resource Breakdown Structure

• 2.17 Activity Duration Estimates

• 2.18 Duration Estimating Worksheet

• 2.19 Global Customer Service project Schedule

• 2.20 Cost Management Plan

• 2.21 Activity Cost Estimates

• 2.22 Cost Estimating Worksheet

• 2.23 Cost Baseline

• 2.24 Quality Management Plan

• 2.25 Quality Metrics

• 2.26 Process Improvement Plan

• 2.27 Responsibility Assignment Matrix

• 2.28 Roles and Responsibilities

• 2.29 Human Resource Management Plan

• 2.30 Communications Management Plan

• 2.31 Risk Management Plan

• 2.32 Risk Register

• 2.33 Probability and Impact Assessment

• 2.34 Probability and Impact Matrix

• 2.35 Risk Data Sheet

• 2.36 Procurement Management Plan

• 2.37 Source Selection Criteria

• 2.38 Stakeholder Management Plan

• 2.39 Change Management Plan


3.0 Executing Process Group:


• 3.1 Team Member Status Report

• 3.2 Change Request

• 3.3 Change Log

• 3.4 Decision Log

• 3.5 Quality Audit

• 3.6 Team Directory

• 3.7 Team Operating Agreement

• 3.8 Team Performance Assessment

• 3.9 Team Member Performance Assessment

• 3.10 Issue Log


4.0 Monitoring and Controlling Process Group:


• 4.1 Global Customer Service project Performance Report

• 4.2 Variance Analysis

• 4.3 Earned Value Status

• 4.4 Risk Audit

• 4.5 Contractor Status Report

• 4.6 Formal Acceptance


5.0 Closing Process Group:


• 5.1 Procurement Audit

• 5.2 Contract Close-Out

• 5.3 Global Customer Service project or Phase Close-Out

• 5.4 Lessons Learned


Results

With this Three Step process you will have all the tools you need for any Global Customer Service project with this in-depth Global Customer Service Toolkit.

In using the Toolkit you will be better able to:


• Diagnose Global Customer Service projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices

• Implement evidence-based Best Practice strategies aligned with overall goals

• Integrate recent advances in Global Customer Service and put Process Design strategies into practice according to Best Practice guidelines


Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Global Customer Service investments work better.

This Global Customer Service All-Inclusive Toolkit enables You to be that person.

Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.