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Importance of Customer Service Management

Customer experience or how a customer feels about a company over time – is driving new approaches to customer service and the realisation that customer service management (CSM) needs to be more than CRM.

Customers want to feel valued, with 76 percent of consumers viewing customer service as a test of their value to a company, so customer service matters. And not just to the customer side of the customer service equation – it’s important to companies too:

Customer service definitely matters and, for companies that want to get or stay ahead of their competition, it’s time for another customer service management revolution. One that focuses on all three elements of CSM – the customer, service, and management.

To find out more about how you can use ServiceNow to help you drive improvements in customer service management, contact TeamUltra today.