Customer Support Strategy Template

Create a comprehensive customer support strategy to ensure excellent customer experience.

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What is a Customer Support Strategy?

A customer support strategy is a plan for customer service teams to provide excellent customer support. It outlines objectives, focus areas, projects, and measurable targets (KPIs) for customer service teams to follow in order to achieve their desired customer support goals. A comprehensive customer support strategy helps to ensure that customer service teams are able to provide the best possible customer experience.

What's included in this Customer Support Strategy template?


  • 3 focus areas
  • 6 objectives
  • 6 projects
  • 6 KPIs
Each focus area has its own objectives, projects, and KPIs to ensure that the strategy is comprehensive and effective.


Who is the Customer Support Strategy template for?

The Customer Support Strategy template is for customer service teams who want to create a comprehensive strategy to ensure they provide excellent customer service. The template provides a step-by-step guide on how to define focus areas, set objectives, set measurable targets (KPIs), and implement related projects to achieve the desired goals.

1. Define clear examples of your focus areas

Focus areas are the core areas of focus that need to be addressed in order to achieve a customer service team's desired goals. Examples of focus areas could include enhancing customer support, automating processes, and improving customer experience. It is important to define clear focus areas in order to ensure the customer service team is able to achieve their desired goals.

2. Think about the objectives that could fall under that focus area

Objectives are specific goals that need to be achieved in order to meet the focus area. Examples of objectives could include increasing customer satisfaction, increasing first contact resolution, and increasing customer loyalty. It is important to think through the objectives that need to be achieved in order to meet the focus area.

3. Set measurable targets (KPIs) to tackle the objective

KPIs (key performance indicators) are measurable targets that can be used to assess the progress of an objective. Examples of KPIs could include increasing customer satisfaction rating, increasing first contact resolution rate, and increasing customer loyalty rate. It is important to set measurable targets to ensure the customer service team can track the progress of their objectives.

An example of a KPI for the focus area of Enhancing Customer Support could be: Increase customer satisfaction rating from 3.5 to 4.5.

4. Implement related projects to achieve the KPIs

Projects (actions) are activities that need to be completed in order to achieve the KPIs. Examples of projects could include evaluating customer service processes, training customer service staff on new methods, and improving customer self-service solutions. It is important to implement related projects in order to achieve the desired KPIs.

An example of a project related to Enhancing Customer Support could be: Evaluate and improve customer service processes.

5. Utilize Cascade Strategy Execution Platform to see faster results from your strategy

Cascade is a strategy execution platform that helps customer service teams to quickly and easily create, manage, and track their customer support strategy. Utilizing Cascade helps ensure that customer service teams can quickly and easily see the results of their customer support strategy and make any necessary adjustments.

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