KPIs in Service, free ebook

FREE eBook "KPIs in Service" + 32 KPIs

Key Performance Indicators make service real so we can see what's been delivered. This free eBook, KPIs in Service, helps managers and suppliers get the most out of services by:

  • Defining KPIs within Strategic Objectives & as a Vendor Management Tool
  • Identifying how to select the right KPIs
  • Providing a list of 32 useful service KPIs
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“Service Performance helped improve our customer experience resulting in big wins." — Tom Lencer, Global Foundation Services Manager, Microsoft

Caveat emptor: Who hasn’t heard the phrase “let the buyer beware”? It’s a part of our consciousness, we don’t even think about it, it’s just good business to perform due diligence when buying. However, for every helpful phrase or […]

Total Cost of Ownership (TCO) should be a factor in all B2B purchase decisions – you take a rough cut at TCO, rationalize suppliers’ pricing with that cost-adder during bid evaluations, and voila! A smarter buy is made. […]

Gone Goal – The Movie

by Chris Arlen on January 15, 2015

If annual goal planning for support services were a movie, it would be the film “Gone Girl.” Apologies for the reach but goal planning can have that same weirdness the movie has. […]

If you manage contract services or buy them, you probably believe you know how to write a Request for Proposal (RFP). You likely do. It just may be a bad one. And […]

Everyone has a service brand; individual, departmental, organizational. Whomever you serve or interact with has been accumulating their perceptions and experiences of you and your service. And you’re branded. Doesn’t matter that […]