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The Parker Wright Customer Service Model

Customer Service is the interface between Customer Acquisition and Customer Preservation and is critical to the success of the organization.

Customer Acquisition – the combination of processes, procedures and techniques that identify, create value, and deliver the product or service to an organization's customers when, how, where and at a price that the customer accepts.

Customer Preservation – the combination of processes, procedures and techniques that maintains, preserves, values and grows the long term relationship with the customer in such a manner that the customer relationship is enhanced.

Customer Service – the processes, tools, techniques and culture that support Customer Acquisition and maintains the momentum of Customer Preservation.

Who are "Customers"?