Summary

At this point, you should have an appreciation for the importance of two things. First, you should understand how important it is to track a number of key quantitative and qualitative metrics, which together should form a comprehensive view of customer engagement from a CS point of view. Second, you should understand how critical it is to your company’s business and to its customers that effort be made to continually optimize these key metrics your CS organization focuses on. In the world of CS, there should be no room for set it and forget it when it comes to metrics. The world beyond CS doesn’t even work that way. To build a reporting system and imagine it doesn’t require ongoing maintenance is to be willfully blind to the reality that your company’s business continues to change and adapt to the customer community – it changes because it reacts to and anticipates shifts in the market, as well as due to shifts in strategy that are determined...