Customer Service is a Value Center (NOT a Cost/Profit Center!)
ClearAction
JULY 11, 2023
Customer Service is a Value Center (NOT a Cost/Profit Center!) It collects an abundance of customer insights that are more valuable than the VoC you pay so much for! Surely Service Delivery does this to an extent — but all your non-customer-facing groups are at the core of value creation or destruction. Value Center?
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