The 2014 Service Outlook
Competition in service is very real and is forcing organizations to re-think their value proposition to customers. While, in most cases, the service business is shown to be more profitable than the product side of the business, service margins are being compromised by increasing prices, increasing customer competition and the continued proliferation of services commoditization. That said, competition is driving innovation in the service realm as organizations look to differentiate the value that they offer to their customers. In this paper, we review:
- Workforce and People Management Strategies
- Formalized Voice of the Customer (VoC) Programs, Customer Effort Scores and Improved Analytics
- The Internet of Things
Download the white paper here
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