Beyond Resolution: Use Service & Support to Ensure Customers Realize Value

Existing customers are the largest revenue source for organizations, contributing 65% of total revenue through retention and growth. While organizations initially attract customers with their value proposition, customers renew and expand their relationships based on the actual value they realize. Unfortunately, many organizations face a gap between their value proposition and the value customers truly experience, leading to potential financial risk. Historically, service and support organizations have focused on a narrow aspect of value realization: Issue resolution. Join this complimentary Gartner customer service webinar as Gartner experts share how you can reorient your organizations from a primary focus on issue resolution to a focus on delivering value. You will walk away from this session with answers to your vital questions and recommended actions to help you achieve your goals.

• Use the organization’s value proposition to understand customers’ motivations

• Reorient customer service and support by focusing primarily on the delivery of value

• Close the value gap by designing a value exchange with detailed steps and outlines

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