Lean Service Management: Streamlined Processes Can Satisfy Customers And Deliver New Profits

Consumers and companies don't just buy products today, they buy experiences and solutions to problem s. If a perfect product has less-than perfect delivery, service, and support, customers will be unhappy - and may look to competitors for alternatives.

Why?

Because customer experience is dramatically impacted by a company's service-management capabilities and customers look to those that offer higher levels of responsiveness, service quality, and cost to value.