Customer–Provider Strategic Alignment: A Maturity Model

  • Jerry Luftman
  • Carol V. Brown
  • S. Balaji
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)


This chapter presents a new model for assessing the maturity of a ­customer–provider relationship from a collaborative service delivery perspective: the Customer–Provider Strategic Alignment Maturity (CPSAM) Model. This model builds on recent research for effectively managing the customer–provider relationship in IT service outsourcing contexts and a validated model for assessing alignment across internal IT service units and their business customers within the same organization. After reviewing relevant literature by service science and information systems researchers, the six overarching components of the maturity model are presented: value measurements, governance, partnership, communications, human resources and skills, and scope and architecture. A key assumption of the model is that all of the components need be addressed to assess and improve customer–provider alignment. Examples of specific metrics for measuring the maturity level of each component over the five levels of maturity are also presented.


Service system maturity framework IT outsourcing customer–provider strategic alignment customer–provider relationship management collaborative service delivery IT services alignment 


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Copyright information

© Springer US 2011

Authors and Affiliations

  • Jerry Luftman
    • 1
  • Carol V. Brown
    • 1
  • S. Balaji
    • 2
  1. 1.Howe School of Technology ManagementStevens Institute of TechnologyHobokenUSA
  2. 2.Bentley UniversityWalthamUSA

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