Let me tell you a story. Some years ago, I was working as a help desk agent at a medical device company. One of the senior VPs of Sales – let’s call him John – was pushing me past the limits of what I could do. Getting his personal iPhone to work with corporate email, support personal laptops, aircards, hotspots, and more. It got so bad that I found myself in my manager’s office with John, and he ended up apologizing.

There’s no question that customer service is important for any business. Happy customers are more likely to return and recommend your company to others, while unhappy customers can damage your reputation and even lead to lost revenue. In fact, customers who rate a company’s customer service as “good” are more likely to refer them to a colleague.

A service desk is a key tool in providing customer support, and is one of the main points of contact between your IT organization and your customer base; a crucial component of any ITSM strategy. Sometimes, though, things can fall into disarray with your current service desk software, and you find yourself looking to switch service desk provider. This isn’t an easy task.

Optimizing your company’s customer service model is not something you should delay or compromise. Customer satisfaction and retention rates are far too crucial for your bottom line. It’s a proven fact that 60% of customer-centric companies are more profitable than companies that don’t prioritize the happiness of their customers.

IT professionals interested in starting an IT consulting business are in luck. We’re here to guide you through the essential framework of starting your consulting service. If you haven’t already, check out our other articles on the basics of an IT Consultant Job Description & Main Tasks and How to Become an IT Consultant. These should give you a solid understanding of consulting firms and IT business consultants.

Every company wants to scale up. An often overlooked aspect of scaling is customer relationship management (CRM). And service desk issue-tracking systems (also known as ticket management systems) are essential to CRM. Consequently, customer issues, inquiries, and complaints start to increase. Dedicating a significant portion of a company’s workforce to sifting from call to call and providing customer support takes a lot of work and resources.

Customer service management (CSM) software can provide an exceptional customer experience, eliminate manual processes, give you a competitive edge, and increase growth through renewals and retention But choosing the right solution for your business can be challenging as most providers offer very similar features. Below, we explore the benefits of Customer Service Management software to help you choose the best CSM solution that fits your business needs.

Customer success management is designed to optimize customer engagement and encourage them to unlock value from your professional services. What customer success looks like for your professional services business will depend on customer objectives. Customer success managers must work to ensure that customers are in the best position to hit these objectives.

Customer service management (CSM) software can provide an exceptional customer experience, eliminate manual processes, give you a competitive edge, and increase growth through renewals and retention But choosing the right solution for your business can be challenging as most providers offer very similar features. Below, we explore the benefits of Customer Service Management software to help you choose the best CSM solution that fits your business needs.