The impact of customer service management on IT function.

      Аннотация: Today’s business landscape is changing rapidly and Information Technology (IT) solutions that support these businesses are aligning service strategy and targets towards satisfying ever changing business needs. Most companies are now compelled to rely almost on IT for all their business process transactions; especially multinationals. This calls for huge investment in IT and related resources. This is where it becomes imperative for the IT departments to deploy convincing customer satisfaction strategy that will guarantee their continued existence and relevance in these organizations. The book has explored options that will aid IT departments to survive competitions by deploying effective and efficient customer satisfaction strategies that will expose the impact of IT services in business organizations and subsequently convince decision makers to start seeing IT departments as business partners as opposed to cost centers. It makes available great information on how businesses that make customer satisfaction a key operating principle will surpass competition. The book is a must read for any service oriented professional.

Ключевые слова: outsourcing, Competition, Information Technology, Customer satisfaction, SLA, Management, customer service, Multinationals, ROI, cost saving, CORPORATE STRATEGIES, IT department, IT Function, Customer service management, Customer service improvement