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.
15 August 2017
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.
25 July 2017
The way forward for ITSM is customer focus. Think all you want about how you manage incidents efficiently, but if you don't put your customer in focus in that process, your department will not work on optimal efficiency. And if you think too much about processes, you lose sight of your main goal: providing excellent services.
18 July 2017
For decades, service management frameworks such as ITIL have shaped how supporting departments go about their daily tasks. So why are organisations struggling to translate excellent IT management into equally good services?
You have a look at your customer satisfaction figures and it turns out there's room for improvement. But where to start? Your first step: mapping a stand-out customer journey.
6 April 2017
More and more organizations are becoming aware of the necessity of internal customer satisfaction surveys for improving services. Some organizations gauge this every year, others continuously. Which measurement approach is right for your situation?