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Strategy Maps for Customer Service Organizations

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Strategy Maps
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Ganesh Bhat
Management Consultant, India

Strategy Maps for Customer Service Organizations

Hi, can someone comment on how SMs for Customer Service Organizations/Units are different from default ones? Any ideas or pointers are appreciated! Thanks & Regards.
 

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GEOFFREY NYAMBANE
Manager, Kenya
 

Strategy Maps in Customer Service Organizations / Units

Hi Ganesh. Because all organizations, never mind if they are service- or manufacturing-oriented have sustainability and/or stakeholders wealth as their objective. So in the end strategy and strategy maps become more or less similar, if done well.
The main difference may be in the cause and effect relationship and weights assigned.
In a service organization - like a bank or an insurance company - customer touch points are critical and could be given more priority compared to a manufacturing outfit that will really be concerned about logistics and the quality and efficiency of the manufacturing processes.
The service industry uses technology to deliver their services and this can easily replace the traditional internal processes as we know them.
But other than those mainly orientational differences, in my mind Strategy Maps for service organizations will reflect the same things as other organizations.

 
3
Eddie Amanam
Consultant, Nigeria
 

Strategy Maps for Education Customer Services

In identifying touch points for customer service, we often ignore a critical service like education ... Sign up

 

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Summary
Discussion Topics
topic Should the Strategy be Communicated? How Much? To Whom?
topic Managing Cross-Divisional Collaboration and Strategy Maps
🔥 How to Use a Strategy Map to Perform a Quick Strategy Check
topic Selection in Customer Perspective of Strategy Maps
👀Strategy Maps for Customer Service Organizations
topic Successful Cases of Strategy Maps
topic Are Balanced Scorecard and Strategy Map the Same?
topic Strategy Maps for Public Sector Organizations / Government
topic Synergy in Strategy Maps?
topic BSC or OKR?
topic Disadvantages / Problems with Strategy Maps
topic Strengths of Strategy Maps
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More on Strategy Maps:
Summary
Discussion Topics
topic Should the Strategy be Communicated? How Much? To Whom?
topic Managing Cross-Divisional Collaboration and Strategy Maps
🔥 How to Use a Strategy Map to Perform a Quick Strategy Check
topic Selection in Customer Perspective of Strategy Maps
👀Strategy Maps for Customer Service Organizations
topic Successful Cases of Strategy Maps
topic Are Balanced Scorecard and Strategy Map the Same?
topic Strategy Maps for Public Sector Organizations / Government
topic Synergy in Strategy Maps?
topic BSC or OKR?
topic Disadvantages / Problems with Strategy Maps
topic Strengths of Strategy Maps
Special Interest Group

SIG Leader

Do you know a lot about Strategy Maps? Become our SIG Leader

Knowledge Center

Strategy Maps
Knowledge Center



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