Transcription of A Balanced Scorecard for Customer Support
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A Balanced Scorecard for Customer Support
DB Kay & Associates A Balanced Scorecard for Customer Support White Paper A Balanced Scorecard for Customer Support Building the Business Case for Improving Problem Resolution Sponsored by Kanisa Inc. DB Kay & Associates August 2003. Introduction: The Search for Business Value Solving Problems is the crux of why we're have invested in CTI and CRM. over the years, but what has been done to help at the point when a Customer is actually talking to a person? ..The goal of Customer service is to answer questions, so let's focus on doing it as inexpensively as possible.. Hardware Support Executive High technology Support organizations are under unprecedented pressure. Customers are more demanding. Products are more complex. And budgets are tighter than ever. DB Kay & Associates A Balanced Scorecard for Customer Support White Paper The good news is that a new generation of technology focused on problem resolution offers the promise of making Support organizations increasingly effective.
te aper Page 2 - DB Kay & Associates August 2003 A Balanced Approach In order to invest wisely in problem resolution, support organizations need to understand
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