Domain 5: Customer Success & Service (841267)¶

Delivering outcomes that earn loyalty

Classification: Value Chain Version: v0.1 (Draft)

Overview¶

This domain encompasses the enterprise's ability to support customers after the sale, ensure they achieve their desired outcomes, manage service delivery, and build long-term loyalty. It is the domain where customer relationships are sustained and deepened — and where blended workforces are already most visibly operational. In a ZORBA-enabled enterprise, this domain is the proving ground for human-agent collaboration. Agents already handle the majority of initial customer interactions, while humans provide empathy, creative problem-solving, and relationship depth for complex scenarios.

ZORBA Hierarchy: Domain → Capability → Process¶

ZORBA Level    │  APQC Equivalent     │  Description
───────────────┼──────────────────────┼─────────────────────────────────────
Domain         │  Category            │  Major area of enterprise activity
Capability     │  Process Group       │  What the organisation can do
Process        │  Process             │  How work flows to deliver a capability

Capabilities & Processes¶

5.1 Manage Customer Support and Issue Resolution (362841)¶

Provide responsive, effective support to customers experiencing issues, questions, or service disruptions — across all channels and tiers of complexity.

#	Process	ID	Agentic Profile
5.1.1	Receive, classify, and route customer inquiries	718453	A — Fully automated triage and routing
5.1.2	Resolve standard issues through automated self-service	294816	A — Agent-autonomous within knowledge base boundaries
5.1.3	Escalate complex issues to human support specialists	537162	h+A — Agent escalation with full context handoff
5.1.4	Manage multi-channel support delivery	845219	h+A — Agents handle channels; humans oversee quality
5.1.5	Track issue resolution and confirm customer satisfaction	163748	A — Automated follow-up and satisfaction measurement
5.1.6	Analyse support patterns to identify systemic issues	492631	h+A — Agents identify patterns; humans decide remediation

5.2 Drive Customer Success and Outcome Achievement (587413)¶

Proactively ensure customers achieve their desired outcomes from the product or service — reducing churn, increasing adoption, and building advocacy.

#	Process	ID	Agentic Profile
5.2.1	Define customer success plans and outcome milestones	731842	H+a — Humans define plans; agents template and track
5.2.2	Monitor customer health and engagement signals	416285	A — Continuous automated health scoring
5.2.3	Intervene proactively on at-risk accounts	853174	H+a — Agents alert; humans lead intervention conversations
5.2.4	Conduct periodic business reviews with customers	626925	H+a — Agents prepare review packs; humans lead discussions
5.2.5	Identify and pursue expansion opportunities	274831	H=A — Agents surface signals; humans qualify and pursue
5.2.6	Measure and report customer outcomes achieved	918346	h+A — Agents compile metrics; humans interpret and present

5.3 Manage Customer Experience Across Touchpoints (415962)¶

Design, measure, and continuously improve the end-to-end customer experience — ensuring consistency and quality across every interaction, whether with a human or an agent.

#	Process	ID	Agentic Profile
5.3.1	Map and maintain customer journey models	682135	H=A — Agents map from data; humans validate and design improvements
5.3.2	Measure experience quality at each touchpoint	347591	A — Automated experience measurement and scoring
5.3.3	Identify experience friction points and improvement opportunities	819264	h+A — Agents surface friction; humans prioritise fixes
5.3.4	Design and implement experience improvements	536471	H+a — Humans design; agents model impact and track implementation
5.3.5	Ensure consistency across human and agent interactions	271843	H=A — Agents monitor consistency; humans set quality standards

5.4 Manage Service Level Performance (693218)¶

Define, monitor, and maintain service level commitments — ensuring the enterprise meets its promises to customers and identifies degradation before customers feel it.

#	Process	ID	Agentic Profile
5.4.1	Define and negotiate service level agreements	814527	H+a — Humans negotiate; agents benchmark and model
5.4.2	Monitor service level compliance in real time	362914	A — Continuous automated SLA monitoring
5.4.3	Alert and escalate on service level breaches	745183	A — Automated alerting with defined thresholds
5.4.4	Analyse service level trends and capacity requirements	528641	h+A — Agents analyse; humans plan capacity responses
5.4.5	Report service level performance to stakeholders	193472	h+A — Agents generate reports; humans contextualise

5.5 Build and Maintain the Customer Knowledge Base (274639)¶

Create, curate, and continuously improve the knowledge resources that enable both customers and agents to resolve issues efficiently.

#	Process	ID	Agentic Profile
5.5.1	Create and publish knowledge articles and guides	841362	h+A — Agents draft from ticket patterns; humans review and approve
5.5.2	Maintain and update knowledge content for accuracy	519247	h+A — Agents flag stale content and suggest updates; humans validate
5.5.3	Optimise knowledge for self-service discovery	362718	A — Agents analyse search patterns and optimise findability
5.5.4	Measure knowledge effectiveness and coverage gaps	636685	A — Automated gap analysis from unresolved queries
5.5.5	Manage knowledge across languages and regions	613845	h+A — Agents translate and localise; humans verify cultural fit

5.6 Capture and Act on the Voice of the Customer (938147)¶

Systematically collect, analyse, and act on customer feedback — turning customer insight into product, service, and experience improvements.

#	Process	ID	Agentic Profile
5.6.1	Design and deploy feedback collection mechanisms	778636	H+a — Humans design surveys; agents deploy and manage distribution
5.6.2	Aggregate and analyse customer feedback at scale	851294	A — Automated sentiment analysis and theme extraction
5.6.3	Identify actionable insights from feedback data	374218	h+A — Agents surface themes; humans assess significance
5.6.4	Route insights to product, service, and operations teams	619437	h+A — Agents route automatically; humans validate priority
5.6.5	Close the feedback loop with customers	283751	H=A — Agents automate acknowledgement; humans respond to significant feedback personally

5.7 Manage Customer Retention and Churn Prevention (516284)¶

Identify customers at risk of leaving, understand the drivers of churn, and execute retention strategies that preserve and grow the customer base.

#	Process	ID	Agentic Profile
5.7.1	Build and maintain churn prediction models	749381	h+A — Agents build and train models; humans validate and tune
5.7.2	Identify and segment at-risk customers	382615	A — Automated risk scoring and segmentation
5.7.3	Design and execute retention interventions	614293	H+a — Humans design interventions; agents execute at scale
5.7.4	Analyse customer attrition drivers and root causes	837142	h+A — Agents analyse patterns; humans interpret and act
5.7.5	Measure retention programme effectiveness	491837	h+A — Agents track metrics; humans evaluate ROI

Summary¶

Capability	ID	Process Count
5.1 Manage Customer Support and Issue Resolution	362841	6
5.2 Drive Customer Success and Outcome Achievement	587413	6
5.3 Manage Customer Experience Across Touchpoints	415962	5
5.4 Manage Service Level Performance	693218	5
5.5 Build and Maintain the Customer Knowledge Base	274639	5
5.6 Capture and Act on the Voice of the Customer	938147	5
5.7 Manage Customer Retention and Churn Prevention	516284	5
Total		37 processes

Agentic Profile Legend¶

Code	Meaning
H	Human-only — agent participation not appropriate
H+a	Human-led with light agent support
H=A	Balanced human-agent collaboration
h+A	Agent-led with human oversight or approval
A	Agent-autonomous within defined boundaries