Beyond Measurement: Customer Service and Business Performance

Description

The research aims to help CEOs, senior executives and customer service leaders measure customer service in order to deliver sustained improvement in business performance.

Key themes include:

The new environment for customer service: changes in customer behaviour and attitude, economic and technological factors are forcing organisations fundamentally to rethink the role of customer service in business strategy
– The ways in which organisations measure the cost of customer service, including examples of how to evaluate the impact of customer service initiatives on financial performance and case studies of how organisations have aligned customer service activity, measures and business performance
– Gaps in current customer service measurement
– A methodology for selecting the measures which link most appropriately to business performance
– The factors which will strongly influence the future of customer service measurement
– The key measures boards need to consider, both now and in the future
– Implications and recommended actions for organisations

Organisations can use the research to:
– Assess their current service measurement and insight activities and identify any gaps
– Examine how to align customer service measurement to business performance
– Learn from the experiences of other organisations that are linking customer service measurement with business performance