Customer Service Is a Business Differentiator. Where Do You Stand?
Learn how your customer service strategy compares with the strategies from over 200 other business leaders – based on results from a recent survey from Harvard Business Review Analytic Services, sponsored by SAP.*
Key findings you need to know
The bottom line: Survey respondents are transforming their customer service operations and processes – but with varying degrees of success.
-
94%
of business-to-business (B2B) organizations say customer service is a critical aspect of
driving value. -
That's why
89%
of organizations report
that their approach
to customer service
has changed over the
past two years. -
But only
58%
of organizations are
satisfied with the
customer service
they provide.
Explore the three strategies for staying ahead
The bottom line: Organizations know what they need to do, but getting there is a challenge. Click any of the strategies below to learn what respondents say is important compared to what capabilities are actually in place.
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1Provide effective and easy-to-use customer service tools and technology
-
2Optimize processes to improve agent performance
and efficiency -
3Give customer service agents easy access to relevant and contextual customer data
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4Automate routine customer service activities
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5Deliver seamless support for customers across all channels
Leaders’ perspective
The bottom line: Excellence in customer service can set your business apart. Here’s what experienced companies have to say.
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“Businesses are increasingly thinking about customer service as less of a cost center that they have to have and more as a strategic capability that they want to have.”
Consulting Partner, Professional Services Industry
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“It’s becoming more and more apparent that customer service is not just about fulfilling our contractual duties but also about providing real added value for customers.”
Director of Sales and Service Solutions,
Industrial Manufacturing Industry
The way forward with SAP
Are you ready to close the gaps in your B2B customer service capabilities to deliver on your brand promise and increase customer loyalty? If so, take a minute to learn how the SAP Service Cloud solution can help you transform your customer service and improve customer lifetime value. Visit us online for more information.
