Software Engineering Institute | Carnegie Mellon University
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Improving Customer Satisfaction: A People CMM Perspective

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  • Abstract

    Every year organizations in the service industry spend the same amount of money trying to replace one lost customer as they do trying to keep five existing ones. However, many of these organizations focus little time, attention, or money on developing their workforce who are a key contributor to customer satisfaction and retention. Implementing improved workforce practices that continuously increase the capability of an organization's workforce can enhance the ability of organizations to keep valued customers and attract new ones without significant increases in operational costs. 

    This webinar from the SEI Webinar Series explores how the People Capability Maturity Model (People CMM) can improve workforce practices that contribute to improved customer service delivery, which is a foundation of customer satisfaction and retention. Practices in the People CMM enable organizations to build, develop, and motivate a workforce that supports an organization's customer relationship management program or customer service model. This 60-minute presentation also includes a case study that shows how one organization increased customer satisfaction, as measured through feedback surveys, while decreasing attrition rates and recruitment costs.

    About the Speakers

    Palma Buttles-Valdez is a senior member of the technical staff at the SEI, and a member of the People CMM team where she develops courses, delivers training, and provides consulting services. Palma holds a Ph.D. in anthropology from The University of Texas at Austin. She is an SEI-authorized Instructor for the Introduction to People CMM, Intermediate Concepts of People CMM, and a candidate SCAMPI with People CMM lead appraiser. 

    Shane McGraw is the founder and manager of the SEI Webinar Series, and also oversees the SEI's Software Process Improvement Network (SPIN). He was certified as an Inbound Marketing Professional in 2009 and Customer Care Manager in July 2006. He has a bachelor of arts degree in political science from the University of Pittsburgh and a bachelor of science degree in education from Indiana University of Pennsylvania.

    Deen Blash is responsible for marketing and strategic planning of the SEI's 1,500-person Membership program. He publishes a weekly email newsletter that is distributed to more than 1,500 recipients. He has presented on process improvement at several conferences throughout the United States and Europe. He has a bachelor of science degree in management.

  • Slides