What are the best ways to use BRM frameworks for customer service accessibility?

2 Define your desired state

Once you have a clear picture of your current state, you can define your desired state. What are your goals and objectives for customer service accessibility? What are the benefits and value propositions for your customers and your business? What are the key performance indicators (KPIs) and metrics that will measure your progress and success? To define your desired state, you can use a BRM framework such as the Business Relationship Value Roadmap, which helps you align your vision, mission, and values with your customers' outcomes and expectations. By defining your desired state, you can create a shared purpose and direction for customer service accessibility.

3 Plan your actions

After you have defined your desired state, you can plan your actions. How will you bridge the gap between your current state and your desired state? What are the strategies, tactics, and initiatives that will improve your customer service accessibility? What are the resources, roles, and responsibilities that will support your actions? What are the risks, challenges, and dependencies that will affect your actions? To plan your actions, you can use a BRM framework such as the BRM Strategic Partnering Approach, which helps you co-create value with your customers through four phases: explore, engage, execute, and evaluate. By planning your actions, you can establish a collaborative and agile approach for customer service accessibility.

4 Implement your actions

Once you have planned your actions, you can implement them. How will you execute your strategies, tactics, and initiatives for customer service accessibility? How will you communicate, coordinate, and cooperate with your customers and other stakeholders? How will you monitor, control, and adjust your actions based on feedback and results? To implement your actions, you can use a BRM framework such as the BRM Knowledge Areas, which helps you apply the core competencies and best practices of BRM across six domains: demand shaping, exploring, servicing, value harvesting, relationship building, and business transition management. By implementing your actions, you can deliver value and results for customer service accessibility.

5 Evaluate your outcomes

After you have implemented your actions, you can evaluate your outcomes. How well did you achieve your goals and objectives for customer service accessibility? How well did you meet your customers' needs and expectations? How well did you realize the benefits and value propositions for your customers and your business? How well did you perform according to your KPIs and metrics? To evaluate your outcomes, you can use a BRM framework such as the BRM Value Management Framework, which helps you measure, optimize, and communicate the value of your BRM efforts and outcomes. By evaluating your outcomes, you can demonstrate and celebrate your success for customer service accessibility.

6 Learn and improve

Finally, after you have evaluated your outcomes, you can learn and improve. What did you do well and what did you do poorly for customer service accessibility? What were the lessons learned and the best practices identified? What were the feedback and suggestions from your customers and other stakeholders? What are the areas for improvement and the opportunities for innovation? To learn and improve, you can use a BRM framework such as the BRM Continuous Improvement Process, which helps you apply the Plan-Do-Check-Act cycle to your BRM activities and processes. By learning and improving, you can enhance and sustain your customer service accessibility.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?