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


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



  • 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

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