CMM for customer service delivery

• Level 0, Survival— Little to no focus on customer service delivery; fire fighting mode.
• Level 1, Awareness— Realization that service orientation is important to the business; beginning to take actions (in people/organization, process and technologies) to gain control and visibility.
• Level 2, Committed— Moving to a managed environment, for example for day-to-day service delivery processes and to become more customer-centric and increase customer satisfaction.
• Level 3, Proactive— Gaining efficiencies and service quality through standardization, policy development, governance structures and implementation of proactive, cross-departmental processes, such as change and release management.
• Level 4, Service-Aligned — Managing like a business; customer-focused; proven, competitive and trusted customer service provider.
• Level 5, Business Partnership— Trusted partner to the business for increasing the value and competitiveness of business processes, as well as the business as a whole.