Any company, large or medium or small, must know where it is headed. Once it knows that, the strategy is the way to get there.
Useful service metrics allow you to:
Which translates back to:
Better customer satisfaction because you measure what matters for customers and the business show accesslevels="guest"}
Besides the small introduction, subscribers and consulting clients within this management domain have access to:
Identify the appropriate metrics based on desired service outcome and stakeholder needs
Present the right metrics in a way your stakeholders find the most exciting and engaging.
Start with a small subset of defined service metrics and validate that they trigger the desired behavior. Refine as needed.
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