Unlocking the Potential of Customer Service Excellence to Drive Growth
Key Takeaways
⇨ Customer Centricity as Core Culture: For organizations to improve customer service effectively, they must embed customer centricity into their culture, requiring executive commitment and the alignment of all employees to prioritize customer experience across all functions.
⇨ Flexible and Scalable Operations: Implementing flexible and scalable customer service operations is essential for adapting to changing customer needs, which involves integrating systems, utilizing composable applications, and continuously analyzing data to optimize strategies.
⇨ Leveraging AI for Enhanced Efficiency: Artificial intelligence, particularly generative AI, can transform customer service operations by automating repetitive tasks and providing actionable insights, leading to improved customer experiences and operational efficiency, ultimately driving organizational growth.
In today’s dynamic marketplace, the significance of customer service as a strategic lever for organisational growth cannot be overstated. It can offer a bridge to improved company performance, as satisfied customers look to repeat their business, and promote growth through brand advocacy.1 A one-point increase in customer satisfaction scores is historically associated with,
on average, shareholder value rising by more than 1%.
Implementing efficient, high-quality operations, however, is no easy task. In order to successfully improve customer service and unlock transformational business growth, leaders need to understand three key levers:
1. Businesses must put customer centricity at the heart of their culture. This lever is the prerequisite. Executives should lead
by example by prioritising the customer across all business functions, and ensure their employees are set up to implement a
customer-centric model with the right tools and practices.
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2. Customer service needs to be scalable and adaptable. Leaders must be able to integrate disparate systems and flexibly deploy new ways of working to match customer needs and demands.
3. Artificial intelligence (AI) can enable improved customer service, unlocking growth. AI can provide customer service teams with access to actionable data and insights at the moment of need, which can elevate customer experiences, improve
satisfaction and drive growth.
Learn more with SAP and SAP CRM Customer Experience Solutions.
