Analysis of customers’ needs
Specifying organizational customer service standards
Ensuring coherence with other strategies and activities
Designing an aftercare programmed and obtaining stakeholders’ commitment
Management of customer relationships
Defining the scope and uses of a CRM
Managing a responsive CRM
Ensuring coherence of a CRM strategy with other activities
Addressing CRM-identified procurement and customer service issues
Evaluation of customer service
Developing a customer service evaluation plan
Using appropriate evaluation methods to identify strengths and weaknesses
Developing measures to improve customer service