Blake ives’ customer service life cycle model

•

1 like•1,870 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?

This document discusses how a large corporation streamlined hundreds of legal authorization requests across subsidiaries by implementing an automated approval workflow system using WorkflowGen. The previous paper-based process was inefficient, causing requests to get lost or delayed. WorkflowGen integrated with the company's directory to automatically route requests to the correct approvers based on their roles and notify them electronically. This eliminated bottlenecks and improved security by digitizing the process.

7 Reasons Users pick Asigra as Top Enterprise Backup ApplicationAsigra

��

Asigra ranked first in all categories in a survey of 455 respondents evaluating backup software, with margins of victory over other enterprise applications like CommVault, EMC, HP, and Symantec. Specifically, Asigra scored highest in overall rankings, sales competence, product features, reliability, and technical support. The document outlines statistics that show Asigra outperforming competitors in categories like ease of installation, management features, database backup, and meeting service level requirements. Respondents were also most ready to purchase Asigra again compared to other evaluated enterprise backup applications.

Wirth’s lawLaurence Lim

��

Wirth's Law states that software tends to bloat and become slower at a faster rate than hardware becomes more powerful. It was coined by computer scientist Niklaus Wirth in response to noticing software expanding to utilize all available memory and processing power. The document discusses causes of software bloat like prioritizing flashy features over usability. It suggests solutions like only including necessary features and giving users more customization control.

Service life cycleGopinath Guru

��

The document outlines the four stages of a service life cycle: introductory, growth, maturity, and decline. The introductory stage involves small-scale launches of new services with few competitors. The growth stage sees rapid industry expansion and emerging market segments. During maturity, sales level off amid intense competition. Finally, the decline stage is marked by falling sales and profits due to new technologies or decreased demand.

Wowing Your Customers: Inspiring Employee Happiness and EngagementQualtrics

��

- The document provides an overview of Zappos' company culture and focus on customer service. It discusses how Zappos prioritizes employee happiness and culture as the foundation for providing excellent customer experiences. - Key aspects of Zappos' culture include establishing core values, hiring for cultural fit, fostering relationships and communication between employees, and making culture part of everyone's responsibilities. - The presentation emphasizes that inspiring employee engagement through culture is essential for consistently wowing customers.

Service lifecycle managementMahindra Satyam

��

This document discusses service lifecycle management for providing differentiated aftermarket services. It notes that aftermarket services draw customers back through repeat purchases and differentiate businesses. The business challenge is fulfilling customer service requests at the first point of contact. The needed solution is a customer experience transformation that can automate back-end processes to fulfill requests. The proposed approach uses a robust technology platform with multichannel capabilities leveraging Pega's process-driven CRM and case management.

PDCA in Lean Sales and MarketingBusiness901

��

Customer engagementTom Tsongas, PMP, CSM

��

The document provides an overview of internal customer engagement, outlining key definitions, methodologies, and phases. It describes internal customer engagement as a cyclical process with three main regions: initial engagement to raise awareness of new solutions, engagement during migration and implementation, and engagement after adoption to maintain loyalty. Effective engagement requires communication, migration, support, and escalation plans along with targeting stakeholders at different organizational levels appropriately over time. The engagement approach evolves as solutions mature from individual-focused early on to more collaborative later on. Maintaining engagement throughout the product lifecycle is emphasized.

HR Practices in FedexJayashree Prabhu

��

FedEx implemented several innovative HR practices that helped make it one of the most employee-friendly companies. These practices included people-service-profit philosophy, survey feedback programs, leadership development, succession planning, and rewards programs. Employees were highly committed even during financial difficulties and were given growth opportunities. FedEx also emphasized two-way communication, grievance resolution, and retention strategies like keeping employees happy so they stayed. As a result, FedEx saw very low turnover rates compared to industry averages and enhanced its reputation as an employee-focused organization.

The Best HR PracticesMadhusudan Partani

��

This document discusses best practices in human resources (HR) at top companies. It covers the importance of HR and key HR components like recruitment, selection, training, development, compensation, maintenance, working conditions, and communication. Specific practices highlighted include Google's emphasis on training and growth opportunities, Boston Consulting Group's career development meetings, Novartis' pay for performance and benefits, and techniques by Deloitte, Microsoft, and others to improve culture, retention, and employee satisfaction.

Internal Communications - Part 1Estragon

��

Internal Communication Ideas - 10 Simple Secrets to Totally Rock Your Interna...Axero Solutions

��

A good internal communication strategy makes good business sense. If your employees are communicating effectively, you’ll have a highly-committed and well-performing workforce. Effective communication also creates a can-do culture and leads to a learning organization. If you want to totally rock how your management team and employees communicate, here are 10 internal communication ideas to get you started. We’ve come up with a list of common business communication questions and how their solutions will fit into your internal communication strategy.

Creating Customer Engagement StrategiesRichard Sedley

��

This document outlines various strategies for creating customer engagement, including permission based marketing, email marketing, community management, content management, search engine optimization, surveys and research, findability, usability, search engine marketing, blogs, wikis, emails, pay-per-click advertising, Ajax, SMS, rich internet applications, podcasting, web metrics, touch strategies, loyalty programs, channel extension, and proposition development.

Customer service training[1]loryn_aquino

��

This document provides a training program on customer service. It discusses the importance of customer service, what customers expect, and how to provide excellent service through effective communication. The training covers topics such as understanding customers, developing a positive attitude, maintaining ethics, and using courtesy. It emphasizes that customer service is key to continued business success through higher profits, satisfaction, and repeat customers. The training aims to equip participants with the skills and mindset to consistently deliver exceptional customer experiences.

Coexist: Your current purchasing solution together with Oracle Fusion Procure...Infosys

��

Oracle Fusion Procurement can be implemented in coexistence mode with a company's existing purchasing solution to provide additional functionality while avoiding risks. This allows sourcing, contracting, and analytics capabilities from Oracle Fusion Procurement to be used alongside the existing requisitioning and purchasing system. Benefits include improved visibility, sourcing capabilities, contract management, compliance, and analytics. The coexistence approach is a lower risk and cost option for beginning to leverage Oracle Fusion Procurement capabilities incrementally. Key considerations for implementation include integration points, data mapping, and approvals configuration between the new and existing systems.

Lean DistributionAL Systems

��

In today’s economy, most companies are unable to pay less for what they buy, and unable to charge more for what they sell. So how is a company able to impact the bottom line? One good way is by transitioning to Lean Distribution operations. Lean distribution is based on the same philosophy and concepts that came out of the Lean manufacturing wave, so popular with companies, as a way to optimize production operations. This webinar will cover: •What “Lean” means in distribution operations •The benefits of Lean distribution •The process for transitioning to a Lean distribution operation •How Lean can impact various activities in the distribution center

Agily unifying theory - Path to Agility 2019Charles Husemann

��

Organizations have been adopting agile at an ever increasing rate. These transformations typically involve bringing a horde of consultants, sending a bunch of people to agile certification classes and then followed with up with a lot of rigor around agile principles, values, and mindsets. While this process can be successful they are could be so much more by looking at the entire process of developing and delivering software - specifically product thinking and technical practices (DevOps) . In this presentation we will look at how all of these things work together to take your agility to the next level. It will cover what happens if you only adopt some these practices and walk you through how you can bring these ideas to your organization.

Mas500pomtsisolutions

��

The Sage MAS 500 Purchase Order module allows users to streamline purchasing processes, control spending, and ensure order accuracy. Key features include purchase requisitions, purchase order processing, receiving functionality, vendor performance tracking, and integration with other Sage MAS 500 modules like financials and asset management. The system aims to reduce errors, automate tasks, and provide insights into purchasing data.

Cross-channel retail, David Hogg, IBMFDIH

��

David Hogg is an IBM Commerce Solutions Lead NE IOT. David will review how world leading retailers are leveraging cross channel retail to maximise sales growth and customer satisfaction. He will address how consumer expectations are changing, what is best practice in the store and the call centre, and how mobile applications are maturing as well as how social networking enhances cross-channel retailing.

Purchasing, Procurement, Vendor, Contract and RFP Process Management with Sha...Optimus BT

��

Using the Document management, Collaborative and Self service features of SharePoint to implement a turn key procurement management business solution, that will streamline the procurement process, help you comply with regulations, enable you manage contracts, empower self service and participative procurement, aid in informed procurement decisions, in executing an effective procurement strategy and make your procurement function hassle free. Optimus BT is a leader in providing Procurement software and other turnkey solutions using SharePoint.

Serialziation & e-Pedigree: 8 Project Myths That Can Derail YouMichael Stewart

��

This document discusses 8 myths or lessons learned regarding serialization and e-pedigree requirements. It provides an overview of PharmTech, a company that helps pharmaceutical manufacturers with track and trace projects. Some key lessons discussed include the importance of developing a strategic business plan, leveraging industry experience, properly piloting systems, and identifying business value beyond just compliance. The document encourages starting track and trace projects early given the magnitude of work and upcoming regulatory deadlines. It aims to help dispel myths that projects can be treated simply or that value is only in compliance.

Unify quality manufacturing to drive speed, compliance and collaborationVeeva Systems

��

DevOps: Why Should We Care?Kasun Kodagoda

��

New Product Launch Failure AvoidanceDaniel O'Leary

��

A lecture for startup & established companies on the interferences and barriers (some real, some percieved) to executing the operational launch of their products (NPD, NPI, Phase Gates). How to work with contract manufactures, evaluate their cost model, where the biggest opportunities for risk reside in the entire process. This is a series done by an expert in the field, this removes the academic aspects of launching products and focuses on practical, relevant, innovative demonstrations. So of course the slide deck cannot possibly reveal what’s fully entailed in the short workshop. Feel free to contact dan@productrevolution.org for details.

How to build an E-procurement Machine - Concept to-controlCoupa Software

��

Berkshire Bank implemented an e-procurement system from Coupa to gain greater control over spending and drive savings. The cloud-based system allowed for a rapid implementation across 41 branches. User adoption was increased through training, championing change, and making the system easier to use than alternatives. This provided real-time visibility into 100% of indirect spending. The bank can now more easily manage vendors, contracts, and policies. They expect to save 5-20% on managed spending and reduce purchasing operating costs by automating processes.

2011-11 Innovating Business Models for New Opportunityimagine.GO

��

The Cloud, The Enterprise Architect and the CIOMatt Deacon

��

The document discusses implications of cloud computing for enterprise architects. It begins with a disclaimer about forward-looking statements and investment decisions. The presentation agenda then covers talking clouds and building a cloud taxonomy, discussing business capabilities above processes and implementations, the future roles of IT in a hybrid architecture world, and lessons from agile development applied at the architectural level.

3-SOFTWARE QUALITY ASSURANCE...........pptxHassaanKhan895295

��

Ch041king_arther_2006

��

The document discusses account relationship management concepts. It describes the typical purchasing process that customers go through, including recognition of needs, evaluation of options, purchase decision, and implementation/evaluation. It explains how the sales force can add value at each stage of the process. It also discusses the buying center, which includes different roles like economic, user, and technical buyers. It outlines the stages that buyer-seller relationships progress through over time from awareness to commitment. Finally, it discusses factors that build and enhance account relationships, including creating value, meeting expectations, and building trust between the buyer and seller.

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

�ݺ�ߣ

Blake ives’ customer service life cycle model

Recommended

More Related Content

Viewers also liked (7)

Similar to Blake ives’ customer service life cycle model (20)

Blake ives’ customer service life cycle model