Looking to optimize investments to support long-term improvements for your customer service and suppport function? Discover how Gartner can help you benchmark your function and build business cases, defend budgets and make data-backed cost decisions.
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B2B Service and Support Metrics Benchmark
The B2B Service and Support Metrics Benchmark tool can be used to:
Optimize costs and improve operational efficiency
Identify opportunities to reduce spending and optimize costs, while maintaining an annual benchmark of key cost variables to ensure your organization is prepared for all situations.
Build business cases for new investments or defend existing investments
Benchmark against your peers to validate your organization’s investments and reach comparable levels.
Ensure successful long-term strategic planning
Learn how to apply quantitative and objective views to your service and support function to ensure the best long-term planning and decision making.
The key benchmarking areas include:
Financial and Business Operations
Gain insights into financial aspects of the business, including revenue breakdown, spending, compensation, succession planning, and ensuring customer retention and growth, as well as measuring the value realized from business activities.
Talent and Workforce Management
Obtain detailed insights into managing the organization's workforce, including staffing, career paths, employee development, attrition, FTE headcount, and role distribution.
Customer Experience and Support
Evaluate customer experiences and success through VOC programs, surveys, quality improvement, support offers, and efficient support delivery.
Knowledge and Operations Management
Explore leveraging knowledge assets and optimizing operations. Develop a knowledge strategy, analyze usage, promote self-service, and optimize support metrics like MTTR and case escalation.
What you get
Instant Reporting
Gain instant access to your results online, along with a full report comparing your organization to available benchmarks.
Ongoing Value
Gain access to updated benchmarks and new content for future use and new comparisons.
Interactive Platform
Submit and save data via your gartner.com account, and delegate sections to stakeholders and team members.
Expert Guidance
Save time interpreting the report with a diagnostic results walk-through call with a Gartner expert to determine next steps for your organization.
Related Insights
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