Consider five key service process platforms that are shaping the future – as companies look to service to enhance customer loyalty and differentiate their brand.

Service income is accelerating. Technology is changing the competitive game, and smart companies need the proper IT strategy to make sure they deploy it for profitability.

Explore the five key service process platforms that will shape the future:

    * Integrated virtual call centers
    * Integrated service networks
    * Proactive after sales service
    * Customer touch-point management
    * Smart service agents

Executive Summary
A Strategic Aproach: Investing in New Service Process Platforms

The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and CEO s are recognizing that first-rate service is crucial to enhancing customer satisfaction. Meanwhile, customers are communicating their service experiences – good and bad – for all to see on the Internet. And while rates of revenue growth are flattening in many product businesses, service income is accelerating. In short, service delivery is a moment of truth that can determine customer loyalty and profitable growth. ...

Download Differentiation Through Service Excellence: Driving Customer Loyalty and Service Profitability

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Content
4 Executive Summary
5 Importance of Promoting Service Excellence
5 The Status Quo Is Not Sustainable
6 The Shift in Emphasis in Customer Service Agendas
7 Platforms for Process Innovation and Business Transformation
7 I ntegrated Virtual Call Centers
8 Integrated Service Networks
8 Proactive Aftersales Service
8 Customer Touch-Point Management
9 S mart Service Agents
10 Best Practices for Value Creation
12 An Integrated Approach Yields Superior Service Process Performance
12 The Importance of Data and Process Integration
12 Service Features of SAP Customer Relationship Management
13 For More Information

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