Customer Support Toolkit

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Management is based in terms of priority completions, with concentration focused on the current and long term evaluation of the Customer Support mission, separate departmental managerial difficulties, and the complexity of performing in budget with limited manpower resources.

More Uses of the Customer Support Toolkit:

  • Manage work with other product team members and Key Stakeholders to collect product feedback from current users, prospective and past users, and your own sales and Customer Support teams.

  • Provide leadership in the areas of Customer Support and interaction, adherence to policies and processes, coordination with other IT development and support groups.

  • Engage and interact with great business leaders from Engineering, Customer Support, IT, Marketing, Sales, Legal, Risk and Compliance.

  • Manage, enhance, and/or maintain catalog, product listings, merchandising, pricing, inventory turn, payment, Order Management, and post sales Customer Support.

  • Confirm your organization ensures the rigorous application of Information Assurance policies, principles, and practices in the delivery of Customer Support services for applications for document tracking and storage applications.

  • Provide Customer Support to personnel in order to advise customers regarding Information Technology (IT) equipment, software, interfaces, and network issues.

  • Formulate: work closely with a multi functional team of product leads, technical leads, and Customer Support to accelerate replicate customer reported issue.

  • Be accountable for using troubleshooting and Data Analysis techniques and coordinating Customer Support activities sufficient to receive, respond to and ensure complete resolution of the more complex Help Desk call.

  • Ensure you magnify; lead Program Planning by developing timelines, dependency mapping and resourcing across product marketing, growth marketing, design, creative production, Product Management, Customer Support, sales, analytics and engineering.

  • Provide continuous Performance Feedback, coaching, training, and support to ensure the team is successful in exceeding Customer Support expectations.

  • Provide Customer Support, work with vendors and Service Providers to enable issues resolution and enhancement on CAD and engineering systems.

  • Manage relationship with vendor Customer Support to resolve production support issues or with external consulting / professional services teams to implement system changes.

  • Get up to speed on your Systems And Processes, and work with your Onboarding and Customer Support teams to understand the entire customer lifecycle.

  • Coordinate with Product Management, operations, Customer Support and other functional teams to investigate issues and deliver high quality solutions.

  • Ensure you join; lead a team of Customer Support and account managers to exceed customer expectations and develop lasting relationships with customers.

  • Manage work with external partners, lead technical hardware product activities, provide Customer Support and address complaints and manufacturability issues.

  • Arrange that your venture participates in the planning and delivery of a full range of Information Technology Customer Support services to your organization.

  • Collaborate with Quality Assurance and Customer Support teams to replicate, understand, and prioritize resolution of customer issues.

  • Confirm your enterprise ensures application of manufacturing and Customer Support processes and equipment necessary to achieve goals for quality, Customer Service cost and capacity.

  • Pilot: IT analytics Customer Support and metrics analysis; troubleshooting and Issue Resolution; ITIL service support Process Mapping and Process Improvement; communication and interaction with multiple levels of your organization.

  • Ensure you can coordinate activities with other departments as Operations, Customer Support and Sales Engineering to deliver new product functionality.

  • Audit: work directly with the Implementation, Customer Support and Engineering teams on new product setup and provides guidance to ensure leases calculations are accurate.

  • Provide leadership and guidance to the Customer Support Call Center, third parties, field Service Management, field service personnel, and sales personnel to drive business results and a customer focused culture.

  • Drive: work closely with the Operations Management to ensure Continuous Improvement in all manufacturing, logistics and Customer Support processes and high reliability in all delivery KPIs.

  • Communicate frequently with internal (transportation, Customer Support, operations) and external customers (carriers, client transportation, client Customer Service Organizations) to ensure consistency in direction and expectations.

  • Identify routine or common production and new Customer Support tasks requiring IT involvement that can be automated and transitioned to customer operations and implementation staff to reduce new development disruptions.

  • Provide Customer Support for Problem Solving, integrating and managing functional operations of multiple computer systems, software packages, network and applications programs.

  • Confirm your organization provides customer training; and/or ensures the rigorous application of Information security/Information Assurance policies, principles, and practices in the delivery of Customer Support services.

  • Support customer Order Management departmental goals and initiatives to become a more proactive Customer Support organization.

  • Manage work with operations, Customer Support and product to actively identify, track, manage and quantify emerging trends, create a holistic, Data Driven approach to monitor and reduce (or accept) trends.


Save time, empower your teams and effectively upgrade your processes with access to this practical Customer Support Toolkit and guide. Address common challenges with best-practice templates, step-by-step Work Plans and maturity diagnostics for any Customer Support related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated Customer Support specific requirements:

STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Customer Support Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.

Organized in a Data Driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…

  • Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

Then find your goals...

STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 999 new and updated case-based questions, organized into seven core areas of Process Design, this Self-Assessment will help you identify areas in which Customer Support improvements can be made.

Examples; 10 of the 999 standard requirements:

  1. What is the Customer Support problem definition? What do you need to resolve?

  2. What is an unauthorized commitment?

  3. What are the Customer Support investment costs?

  4. What does your signature ensure?

  5. Does Customer Support systematically track and analyze outcomes for accountability and Quality Improvement?

  6. Which Customer Support solution is appropriate?

  7. How are you doing compared to your industry?

  8. Why are you doing Customer Support and what is the scope?

  9. How do you maintain Customer Support's Integrity?

  10. How would you define Customer Support leadership?

Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:

  • The workbook is the latest in-depth complete edition of the Customer Support book in PDF containing 994 requirements, which criteria correspond to the criteria in...

Your Customer Support self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:

  • The Self-Assessment Excel Dashboard; with the Customer Support Self-Assessment and Scorecard you will develop a clear picture of which Customer Support areas need attention, which requirements you should focus on and who will be responsible for them:

    • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
    • Gives you a professional Dashboard to guide and perform a thorough Customer Support Self-Assessment
    • Is secure: Ensures offline Data Protection of your Self-Assessment results
    • Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:


STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Customer Support projects with the 62 implementation resources:

  • 62 step-by-step Customer Support Project Management Form Templates covering over 1500 Customer Support project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Cost Management Plan: Eac -estimate at completion, what is the total job expected to cost?

  2. Activity Cost Estimates: In which phase of the Acquisition Process cycle does source qualifications reside?

  3. Project Scope Statement: Will all Customer Support project issues be unconditionally tracked through the Issue Resolution process?

  4. Closing Process Group: Did the Customer Support project team have enough people to execute the Customer Support project plan?

  5. Source Selection Criteria: What are the guidelines regarding award without considerations?

  6. Scope Management Plan: Are Corrective Actions taken when actual results are substantially different from detailed Customer Support project plan (variances)?

  7. Initiating Process Group: During which stage of Risk planning are risks prioritized based on probability and impact?

  8. Cost Management Plan: Is your organization certified as a supplier, wholesaler, regular dealer, or manufacturer of corresponding products/supplies?

  9. Procurement Audit: Was a formal review of tenders received undertaken?

  10. Activity Cost Estimates: What procedures are put in place regarding bidding and cost comparisons, if any?

Step-by-step and complete Customer Support Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

2.0 Planning Process Group:

3.0 Executing Process Group:

  • 3.1 Team Member Status Report
  • 3.2 Change Request
  • 3.3 Change Log
  • 3.4 Decision Log
  • 3.5 Quality Audit
  • 3.6 Team Directory
  • 3.7 Team Operating Agreement
  • 3.8 Team Performance Assessment
  • 3.9 Team Member Performance Assessment
  • 3.10 Issue Log

4.0 Monitoring and Controlling Process Group:

  • 4.1 Customer Support project Performance Report
  • 4.2 Variance Analysis
  • 4.3 Earned Value Status
  • 4.4 Risk Audit
  • 4.5 Contractor Status Report
  • 4.6 Formal Acceptance

5.0 Closing Process Group:

  • 5.1 Procurement Audit
  • 5.2 Contract Close-Out
  • 5.3 Customer Support project or Phase Close-Out
  • 5.4 Lessons Learned



With this Three Step process you will have all the tools you need for any Customer Support project with this in-depth Customer Support Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Customer Support projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based best practice strategies aligned with overall goals
  • Integrate recent advances in Customer Support and put Process Design strategies into practice according to best practice guidelines

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Customer Support investments work better.

This Customer Support All-Inclusive Toolkit enables You to be that person.


Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.