The CFM Process is all about managing the flow of customers and their experiences from initial contact to service delivery as well as seeking their feedback and views after they have received the service they need, whilst gathering vital and useful management information at every stage.
The CFM Process consists of six stages:
1.
Pre-arrival
2.
Arrival
3.
Queuing/waiting
4.
Serving
5.
Post serving
6.
Managing
Read the CFM white paper abstract
Download the CFM white paper
