Customer Care Change Management Programs

Catalyst Workshops
Core Groups

Catalyst Workshops

CCMC offers one or two-day workshops designed to engage key stakeholders and senior managers in identifying strategies to improve customer care. These workshops make use of the Institute's industry-specific and cross-industry customer care data, and are tailored to client-specific challenges that are diagnosed through a pre-workshop consultation and rely on a collaborative style of interaction.

Core Groups

CCMC assists companies in implementing a 12-24 month strategic effort to upgrade overall customer care. A Core Group of senior executives is established to assess customer care effectiveness, prepare a comprehensive plan for improving corporate customer care initiatives, and monitor the implementation of the approved customer care policies. The Core Group is typically supported by an assessment, baseline surveys, and tracking programs.