The New Cost To Value Curve
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This document presents a "cost to value" curve for customer service. It shows that being reactive and working in silos provides the least value to customers while costing the most. Moving from left to right on the curve through operational excellence, service design thinking, and cross-functional collaboration increases the value provided to customers while reducing costs. The highest value and lowest cost approach is being proactive, working in networks, and focusing on service excellence.
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The New Cost To Value Curve
- 1. MY NEW CUSTOMER SERVICES ‘COST TO VALUE’ CURVEVALUEEXCELLENCEPRO-ACTIVE IN NETWORKSLEAN/6-SIGMASERVICE EXCELLENCESERVICE DESIGN THINKINGOPERATIONAL EXCELLENCECROSS-FUNCTIONAL COLLABORATIONRE-ACTIVEIN SILOSCUSTOMER CENTRICCOMPANY/PRODUCT/COST CENTRICOUTSIDE-IN PROCESS CENTRICWimRampen; http://contactcenterintelligence.wordpress.com; twitter.com/wimrampen; [email protected]