Make customer service a strategic contributor to growth, loyalty, and customer value
White paper by Harvard Business Review Analytic Services
Resolving issues quickly is essential, but B2B customers also expect guidance that helps them get more value from the products and services they buy. Meeting these expectations requires more than new digital tools. It calls for connected data, collaboration across departments, and a clear link between customer service priorities and business goals.
The white paper Strategically Aligning Customer Service with B2B Business Goals, published by Harvard Business Review Analytic Services and sponsored by SAP, explores this shift through company examples and expert insights. It examines how organizations are developing more proactive, consultative service and measuring its contribution to customer retention and revenue growth.
What you’ll discover in this white paper:
- How sharing customer and service data across departments can improve decisions and uncover new opportunities.
- Why subscription-based business models require a more proactive approach to customer service.
- How connected systems, equipment data, and AI can help teams anticipate issues and provide better guidance.
- The strategy, leadership, and operational capabilities needed to transform customer service.
- How to complement speed and efficiency metrics with measures of customer satisfaction, account health, and recurring revenue.
Drawing on examples from companies such as GEA, Knorr-Bremse, and Alfanar, this white paper provides practical insights for leaders who want to strengthen the strategic role of customer service. It shows how technology, processes, and employee capabilities can work together to build lasting customer relationships.
Download the white paper to discover how aligning customer service with your business goals can strengthen customer loyalty and support revenue growth.
