Domains / Customer Management /

Capability Heatmap

Capability Assessment

Business capability maturity and sourcing assessment for Customer Management

3
Capabilities
2
Mature (Excellent/Good)
2
In-House
5
Realizing Components
Capability Heatmap
Excellent
Good
Developing
Initial
Account Administration
Good
active in-house
Owner: Platform Team
User Access Control
Contact Management
Developing
active hybrid
Owner: Platform Team
Account Management
Customer Management
Excellent
active in-house
Owner: Platform Team
Tenant Management · Subscription Billing · Contact Analytics
Capability Summary
Capability Maturity Lifecycle Sourcing Size Realized By
Account Administration
The ability to manage tenant accounts, user provisioning, role assignments, and access control policies across the platform.
Good active in-house m User Access Control
Contact Management
The ability to capture, organize, and maintain customer contact information and interaction history across all touchpoints.
Developing active hybrid m Account Management
Customer Management
The ability to manage the full lifecycle of B2B customer relationships including acquisition, onboarding, retention, and offboarding.
Excellent active in-house xl Tenant ManagementSubscription BillingContact Analytics