An important element of any Customer Management Program is the Standard Operating Procedures (SOP). A Playbook, or an SOP, ensures that the efforts required and expected of Program participants are documented and understood so that they can be replicated across the organization.
The Chapman Group’s Customer Management Program Playbook provides a framework (process, methodology, infrastructure, best practices, skills and tools) for continually assessing the Customer’s business needs and drivers, and translating them into strategies and tactics to retain and grow relationships and revenues. It is designed to document the process and best practices, as well as assign and understand roles and responsibilities.
When developing a Playbook for your program, we work with you and your team to customize the content (practices and language) to ensure it aligns to your business / industry and any processes and procedures already in place.