Customer retention

What each level means

The P1–P5 scale is shared across every skill, but what each level means changes with the skill. This is what it looks like in practice.

1. P1

   Describes the process, controls, stakeholders and basic decisions involved in Customer retention.

2. P2

   Executes standard Customer retention activities accurately within established controls and escalates exceptions.

3. P3

   Owns complex Customer retention cases/processes, improves controls and coaches colleagues.

4. P4

   Sets cross-team standards and governance for Customer retention, integrating risk, metrics and stakeholder needs.

5. P5

   Defines enterprise strategy or external practice for Customer retention and develops other experts.