Too often service is viewed as a department or activity, and not as a collective motion focused on retaining existing customers, creating opportunities to expand relationship value, scaling efficiency, or driving innovation.
To be successful with service, companies need to clearly define the expected role of all individuals and teams responsible for engaging with customers after the initial sale. Most importantly, individuals and teams need to understand the goals and objectives they are working to achieve.
This guide introduces the key factors for maximizing success with services including:
- What it means to be successful with services.
- How service contributes to business outcomes.
- Metrics required to measure service performance.
- Required responsibilities, organization, and collaboration.
- Core service capabilities and maturity levels.
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