Learn and Grow - AITSM Show
Featured Special Bytes with Dr. Amruta Hiwarkar
The Secrets Of Customer Success & Happiness (Part-1) - 7 Important Metrics To Measure & Improve Customer Happiness
“Service management KPIs are all looking good. The dashboards are green, but customers may be still unhappy. It shows whether you are measuring the wrong things or analyzing with the wrong lens.”
In this Special Bytes episode, our guest Dr. Amruta Hiwarkar talks about seven important metrics to measure and improve customer happiness.
Don't miss the part where she discusses the evil watermelon effect and how it impacts the happiness of customers.
"The primary aim of service management is to delight customers and users, meet business expectations, and enable the IT organization to progress its vision and mission. if your customers are unhappy, then metrics do not matter, as simple as it is."