Tag: Metrics

Feature, Service Strategy

The Metrics of Customer Success

In this final feature from a recent white paper we published in partnership with FieldAware, we discuss if customer satisfaction metrics are suitable to identify a measure of success in a servitized or customer success-based service model.

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Feature, Service Strategy

How Reliant on the Implementation of Technology is a Shift to Customer Success?

In this new feature from a recent white paper we published in partnership with FieldAware, we discuss the proper technological infrastructure to ensure that the service operation can operate at maximum efficiency.

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Feature, Service Strategy

Does a Focus on Customer Success Require a Shift in Management Structure?

In the second feature from a recent white paper we published in partnership with FieldAware, we analyse the need of a shift in management structure for service organisations with a customer success focused model.

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Feature, Service Strategy

How Do We Define the Difference Between a Focus on Driving Customer Satisfaction and Driving Customer Success?

In the first feature from a recent white paper we published in partnership with FieldAware, we look closely at the difference between driving customer satisfaction and driving customer success for field service organizations.

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