Manage Customer Processes
3.5.2 Manage Customer (Accounts) Process
The Manage Customer (Accounts) process at BAPL outlines the end-to-end activities involved in planning, coordinating, and growing or strengthening our relationships with targeted customers. This process ensures that customer priorities identified during quarterly planning are translated into actionable and well-structured monthly and weekly work plans. It provides a consistent process for reviewing customers, their needs (current and future), assessing BAPL capacity and needs, identifying risks, and aligning BAPL delivery teams to upcoming work.
The process model supports visibility and communication within BAPL by defining the expected activities to effectively manage BAPL existing customers (i.e. organisations for whom we have delivered services in the last 5 years). It helps Service Managers proactively plan and prepare for upcoming customer actions, adjust priorities when required, and maintain alignment with customer expectations and BAPL strategies.
By following this process, BAPL ensures consistent service delivery with strong customer engagement, while maintaining clarity around responsibilities and decision points across all planning horizons.
Level 3 Processes
