Gartner Research

Use Gartner's Maturity Model to Improve Customer Service

Published: 20 March 2017

ID: G00316287

Analyst(s): Chris Poole , Lisa Callinan, Beth Coppinger

Summary

Leading companies evolve customer service from a function focused on transactional activities to a function driving commercial advantage. Supply chain leaders can use Gartner's Customer Service Maturity Model to define customer service excellence, assess current capabilities and prioritize actions.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Establish a Customer Service Organization With a Solid Foundation
    • Journey
    • Goals
    • Capabilities
    • Action
  • Use the Maturity Model to Drive Improvement
  • Stage 1 — React
    • What to Do to Reach the Next Level — Stage 2
  • Stage 2 — Anticipate
    • What to Do to Reach the Next Level — Stage 3
  • Stage 3 — Integrate
    • What to Do to Reach the Next Level — Stage 4
  • Stage 4 — Collaborate
    • What to Do to Reach the Next Level — Stage 5
  • Stage 5 — Orchestrate
    • What to Do to Maintain This Level

Gartner Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.