White Paper Introduction (Excerpt):
Much has been written about customer satisfaction, account management practices, and measurement systems
for services businesses. Some of the approaches take a simple, monolithic approach and propose a standard
model for management of all service businesses. We suggest a different approach and recommend that a service
business should be managed and measured based on the maturity of the service business and the specific requirements of its’ customers.
To help operationalize this approach, we provide a framework for understanding how a services organization and its’ customer engagement should be measured. This framework is based on the premise that these organizations often progress through three distinct stages – Customer Centric, Profit Centric and Growth Centric – as they
evolve. We specifically outline various information and reporting approaches to support strategic account management of services businesses at each stage of their evolution, we provide examples of what service metrics are most relevant, and then discuss the effective intersection of account practices and metrics by means of a customer dashboard tool used by many leading firms.
Oco Web Site: http://www.oco-inc.com/