How to Drive Customer Experience by Changing Your Metrics - ERP Spain.com - España y América Latina

Much is being said on how ITSM’s ultimate goal is a high customer satisfaction and great employee experience. Historically, ITSM teams have been using specific performance-based metrics that tend to be internally focused. Even though these metrics are important and remain relevant, they do not really give any insight into the customer experience. So to gain actual insight into customer satisfaction, you need to change your metrics. The question becomes: How do I change my metrics in an efficient way? In this presentation, Nancy shares some insights about why shifting your focus to measuring customer satisfaction is so important and what’s in it for your ITSM team. She discusses various approaches you can take to accomplish these goals and walks you through which metrics to focus on and how to implement this new strategy. Nancy Van Elsacker Louisnord is the President TOPdesk USA. She’s also a public speaker, a service management expert and a contributor to numerous leading industry publications and the TOPdesk Blog.