Blake ives’ customer service life cycle model

Dec 5, 20121 like1,870 views

Blake Ives developed the Customer Service Life Cycle (CSLC) model, which provides a structured perspective on the customer experience with a product or service from initial requirements through retirement. The CSLC is a thirteen phase process that organizations can integrate with an e-commerce framework to automate interactions with customers and better meet their needs across the full life cycle. Ives is a renowned researcher in information systems who has published extensively on topics like the CSLC model.

Blake Ives’ Customer Service
Life Cycle Model
Team 18:
Zohaib
Clay
Laurence

Who is Blake Ives?

C.T. Bauer Chair in Business Leadership
Has directed U of H Information Systems Research
Center until 2008
Research papers have been published in many
prestigious venues
1 of 8 faculty members to be listed in Thomson ISI list
of Highly Cited Scholars
Well decorated professional in the Information
Systems world

How does Ives explain CSLC

CSLC provides a structured perspective on the
process of making:
A purchasing decision
Acquiring the product
Owning the product
Retiring or disposing of a product/service

Implementation

Most integrate this model with an E-commerce
framework
The aim is to have a more automated system or
interacting with the customer
The model is designed to fit specific needs an
organization has

In-depth look

CLSC is a thirteen phase process covering the
customer’s activities
Sub-phases should be looked at through the
customer’s eyes and the whole process expedited
through the effective design of an E-commerce
process

Quick Look at the Processes

Requirements Ownership
Establish requirements Integrate
Establish a need for the product
Add to an existing inventory
Specify
Determine product attributes
Monitor
Acquisition Control access and use of the product
Select source Upgrade
Determine where to obtain the product Upgrade the product if conditions change
Order Maintain
Order the product from a supplier
Repair the product as necessary
Authorize and pay for
Transfer funds or obtain credit Retirement
Acquire Transfer or dispose
Take possession of the product Move, return, or dispose of product
Test and accept
Account for
Ensure that product meets specifications
Monitor product related expenses

Free discussion

What is your opinion?
Is CSLC effective?
Why do you think some organizations fail to properly
implement?
Overall, do you think it is effective?

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Blake ives’ customer service life cycle model

1. Blake Ives’ Customer Service Life Cycle Model Team 18: Zohaib Clay Laurence

2. Who is Blake Ives? C.T. Bauer Chair in Business Leadership Has directed U of H Information Systems Research Center until 2008 Research papers have been published in many prestigious venues 1 of 8 faculty members to be listed in Thomson ISI list of Highly Cited Scholars Well decorated professional in the Information Systems world

3. How does Ives explain CSLC CSLC provides a structured perspective on the process of making: A purchasing decision Acquiring the product Owning the product Retiring or disposing of a product/service

4. Implementation Most integrate this model with an E-commerce framework The aim is to have a more automated system or interacting with the customer The model is designed to fit specific needs an organization has

5. Thought process behind CSLC

6. In-depth look CLSC is a thirteen phase process covering the customer’s activities Sub-phases should be looked at through the customer’s eyes and the whole process expedited through the effective design of an E-commerce process

7. Quick Look at the Processes Requirements Ownership Establish requirements Integrate Establish a need for the product Add to an existing inventory Specify Determine product attributes Monitor Acquisition Control access and use of the product Select source Upgrade Determine where to obtain the product Upgrade the product if conditions change Order Maintain Order the product from a supplier Repair the product as necessary Authorize and pay for Transfer funds or obtain credit Retirement Acquire Transfer or dispose Take possession of the product Move, return, or dispose of product Test and accept Account for Ensure that product meets specifications Monitor product related expenses

8. Free discussion What is your opinion? Is CSLC effective? Why do you think some organizations fail to properly implement? Overall, do you think it is effective?

9. Sources http://www.bauer.uh.edu/uhisrc/pdf/abs9.pdf http://www.bauer.uh.edu/directory/profile.asp?firstna me=Blake&lastname=Ives

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Blake ives’ customer service life cycle model

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