To establish and maintain a good relationship with customers receiving services

• Set up an initial customer database, and for each service customer document the most important information including contact information both on the customer side as well as a designated contact for the customer on the service provider side (account manager).
• Define a way to perform and document the results of a service review.
• Define a way to record, respond to and follow-up a customer complaint.
• Define a way to evaluate customer satisfaction on a regular basis, e.g. based on regular (online) surveys

• Information on service customers
• Current service catalogue
• Customer demands and requirements
• Existing SLAs with customers
• Customer complaints

• Maintain the customer database
  
  • Add a new customer to the customer database
  • Update the information on a customer in the customer database
  • Remove a customer from the customer database
• Manage customer complaints
  
  • Record, handle and close a customer complaint
  • Monitor the implementation status of actions following a customer complaint
  • Review all customer complaints and follow-up actions periodically
• Manage customer satisfaction
  
  • Plan and prepare a customer satisfaction survey
  • Perform and record the results of a customer satisfaction survey
  • Initiate follow-up actions in response to insufficient customer satisfaction
• Perform customer service reviews
  
  • Plan and prepare a service review
  • Perform and record a service review

• Up-to-date database of service customers (customer database)
• Service review reports
• Customer complaints records
• Customer satisfaction reports