Improving the Links Between IT and Consumer Service

Customer service is one of the key tasks of a high-performing IT department, and IT leaders must ensure that they are providing top customer service to both their internal and external customers. Alignment with the business is the foundation of service: not only should IT understand business goals, but it should engage with business leaders to set concrete metrics for service and jointly measure effectiveness. The single greatest measure of IT's effectiveness is the customer experience, both inside the company and out, so IT leaders should constantly measure and seek to improve customer satisfaction. This ExecBlueprint discusses why listening to customers and identifying problem areas will not only improve IT — it will reveal to the whole company new ways to drive improvement and seize new opportunities.