March 12, 2010Differentiating through service excellence
Differentiating through service excellence
By SAP | Nov 4, 2008
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The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and Ceos are recognizing that first-rate service is crucial to enhancing customer satisfaction. Meanwhile, customers are communicating their service experiences – good and bad – for all to see on the internet. And while rates of revenue growth are flattening in many product businesses, service income is accelerating.
In short, service delivery is a moment of truth that can determine customer loyalty and profitable growth.
The white paper identifies five key service process platforms that will shape the future:
- integrated virtual call centers
- integrated service networks
- Proactive aftersales service
- Customer touch-point management
- smart service agents
By considering these platforms and adopting them as appropriate, you will be well on the road to differentiating your brand and offerings. in addition, you will need to take into account implementation best practices and the role of inte grated systems to enable new processes. finally, by estab lishing and monitoring strategically aligned metrics in your services implementa tion, you will be in a solid position to generate new growth and superior shareholder value for the long run.
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