Strategic_Customer_Service

EVERY ORGANIZATION’S SUCCESS depends on its keeping customers satisfied with the goods or services that it offers, yet most executives tend to view the customer service function of their business as little more than a necessary nuisance. That strikes me as paradoxical. Companies that spare no expense to build their brands, improve t heir operations, and leverage their technologies often skimp on investments that preserve and strengthen this final, vital link in their revenue chain. Indeed, leaving aside the investment aspect, many of these same companies simply don’t have a customer service strategy to manage the end-to-end customer experience, from sales to billing. heir operations, and leverage their technologies often skimp on investments that preserve and strengthen this final, vital link in their revenue chain. Indeed, leaving aside the investment aspect, many of these same companies simply don’t have a customer service strategy to manage the end-to-end customer experience, from sales to billing.