Business Intelligence

Operational Performance Management: Aligning The Customer Experience With Corporate Goals

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Executive Summary

In today's dynamic business environment, executives need to collect timely, actionable information in order to make well-informed decisions, meet performance metrics, and ensure superior customer service. That's why so many are turning to operational performance management - the practice of understanding, optimizing, and aligning operational activities and processes to a common set of goals - as a critical step toward continued success. In the customer service arena, the delivery of an optimal customer experience depends on response times measured in minutes rather than hours. A two-hour response gap is impractical at best, and seriously detrimental to one's business at worst.

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