A capability is not a mythical being from an alternative business universe.
Capability is a simple idea.
- It is something important to talk about and agree on,
- Something that needs Capacity to achieve some Result.
- Maybe something to invest in, to be different and sustain competitive advantage.
- Remember, that you already know what a Customer and Partner are.
- Since you know that, you can talk about and do Customer Management and Partner Management.
- If you want, you can then strategise about how much you want to spend on having a certain level of Full service Customer Management capacity.
If someone talks about a Customer Management Capability without first knowing what Customer Management is, then what your hear does not make sense.
Don’t replace your business language, enrich it!
Don’t fall for comprehensive frameworks that offer you alternative business logics.
Just add a touch of capability to what you already know and do.
Simplify, simplify, simplify, keep it KISS!