High Performance Through Service Management: Accenture Research And Insights Into Service Management Mastery

In nearly every industry today, managing after-sales customer service effectively has become critical to achieving high performance. Manufacturing high-quality products and distributing them on time has become merely table stakes in most industries, and for a number of reasons. The focus was to determine how well organizations managed after-sales service and the sophistication of a wide range of service management capabilities. To gain this intelligence, it is measured that participating companies' performance in key service management areas.