What Is Service Management Digital Benchmarking?
Digitalization and COVID have changed the role of service management permanently. The role of services is to ensure that they fully understand the new value promise made in the product or service sold, so that their processes and systems are aligned to provide the anticipated experience to the right customer.
Service management is a critical link in that chain and in developing the relationship beyond a sales transaction to a longer lifetime value. While marketing and sales introduce this new value proposition to customers, the customer’s real engagement actually begins with receiving, installing, and using a product, or engaging in a pure service relationship.
Digital Enterprise Evolution Model™ - Service Management
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Digital benchmarking of service management is a survey-driven process by which we help services leaders measure their competitive positioning on the service management digital continuum by comparing their capabilities quantitatively against industry peers and digital champions worldwide.
Benchmarking the digital maturity of service management reveals insights that help you prioritize and allocate your resources strategically in a time where challenges and constraints are evolving.