One of the tasks of the change manager is to make sure new standard services can be delivered multiple times without problems. To guarantee this happens, make sure you keep track of the following.
24 August 2017
15 August 2017
How to say no and still leave the customer satisfied? Some organizations have appointed account managers for this: people whose job it is to establish a strong relationship with customers built on clear, regular communication. This can work wonders. Here’s how to get the most out of your account managers.
8 August 2017
Service desks are getting more customer-oriented, but their Key Performance Indicators (KPIs) stay the same. We still measure duration, response times and the number of processed calls per month. Useful, but it doesn’t tell you whether your customers are really happy.
18 April 2017
During the process of making the procedures of various supporting departments uniform, one department often takes the lead. In this article I will explore whether it is better to search for a shared procedure derived from the overarching agreement between the departments: supplying services to the same customers.