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It is tempting to react to the downturn in the economy by cutting costs across the board, including investments in customer satisfaction. However, customers will not put up with poor service in any economy. Investments in service management today will not only lead to improved customer satisfaction, but ultimately customer retention. Of course, these investments must be made wisely. One attractive option is to deploy service management software using the Software-as-a-Service (SaaS) model. The SaaS model offers several financial advantages including lower upfront costs, reduced operating costs, and the tax advantage generated when costs are shifted from capital expenditure to operational expenditures.
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