The goal of CSM is to professionally manage the satisfaction of customers. A constant, efficient cycle of improvement ensures that customer satisfaction and loyalty remain high and superior to that of competitors. In addition, the CSM must complete the following 3 tasks:
- Measuring Instrument: provision of relevant data, reports and KPIs
- Customer Care Instrument: efficient and sustainable support of CRM
- CSM as an integral component of Quality Management and Performance Management in sales and service
This requires the following competencies:
- IT Competence (platform) - iDARE (integrated Data Analysis and Reporting Environment): IT system for supporting and displaying all relevant CSM processes
- Market Research Competence (measuring): Customer surveys for all survey methods and quality monitoring (Mystery Shopping) for all communication channels
- Consulting Competence (implementation): CSM Training & Coaching, development & customer-oriented management of sales and service teams and CSM Rating
