Often the reason that certain shared services are performing sub-optimally is due to the lack of focus on the needs of the client. Sustainable success hinges on satisfied clients. Customer experience management forms an important part of shared services excellence. This involves more than putting your shared services staff through client service training and asking them to “play nice”. The solution is to channel your services and interactions through a well-structured client interaction framework.
The article lays out 9 critical elements that form a robust Client Interaction Framework which controls levers for service delivery and provide guidance for crucial implementation.
Download Shared Services Client Interaction Framework
- 3 Key Aspects of Shared Services Optimization
- Developing a sound, persuasive evidence-driven business case for your shared services start up and continued success
- 3 core factors for effective shared services change management
- Communicating the Value of Shared Services – A Deep Dive into Change Management