FIELD SERVICE MANAGEMENT: WHITE PAPER

Customer Success – A Journey Beyond Customer Satisfaction White Paper

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Is a focus on customer success merely an outgrowth of customer satisfaction? Or is it set to become a critical piece of understanding as our industry moves towards a more advanced approach to service delivery that leans heavily into servitization?

This white paper will explore the discussion from multiple aspects and will examine the decisive elements that field service organizations must take under consideration if they are to move beyond an approach that balances customer satisfaction and operational efficiency to embrace a strategy that places customer success at the heart of a strategic service-centric model.

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