Customer Support Services White Papers
Assuring the Customer Experience: Defining a Customer-Driven Service Assurance Strategy
Overview The shift to customer-centricity is being driven both by service providers and their customers. Customers are increasingly demanding better customer service from their service providers. When a customer's service is interrupted, they expect the service provider to not only already know that they have been affected and to identify the cause of the impact, but they also expect the service provider to resolve the problem as quickly as possible, while keeping them appraised of the situation. By adopting a customer-centric approach and particularly by applying it to the most valuable customers, this allows service providers to differentiate themselves from their competitors, reduce churn and improve profitability.
| Publisher | Amdocs | File Format | |
|---|---|---|---|
| Date Published | May 2006 | ||
| Format | White Papers | ||
| Topics | |||
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