September 18, 2024 @ 11:00 am – 2:30 pm PDT ADVANCED COURSE 7: MAXIMIZING CUSTOMER SERVICE DELIVERY VIA PRODUCT ENTITLEMENTS

Description

Customer service is defined as “the support you offer your customers before and after they buy and use your products or services.” Customer services good or bad, can make or break an organization, regardless of industry. Shockingly, there is 57% gap between how business leaders perceive that customers trust their organization versus the reality of only 27% of customers actually trusting their organization. Business architecture provides a powerful value add for organizations seeking to optimize their ability to deliver high quality customer services in the form of “product entitlements”. This training course explores the key aspects of business architecture, including products, product entitlements, capabilities, and value streams, that play a central role in improving customer service delivery across the private and public sector

Key topics include:

• The critical importance of delivering excellent customer service
• The role of product entitlements in defining customer services and the role of capabilities in delivering those entitlements
• How to scale excellent customer service delivery across products, product lines, and business units