Case Study

Building A World Class Customer Journey

Managed Service Providers Reveal Their Best Practices For People, Processes And Automation

Over the last decade, the managed services industry matured, and client expectations grew steadily, along with their knowledge and sophistication in regards to IT. As technology services become more commoditized, it won’t be possible for Managed Service Providers (MSPs) to differentiate their businesses based solely on their technological prowess or automation tools.

Instead, MSPs will need to carefully define and enhance the customer experience they deliver to clients. In this era of digital transformation, business success depends on delivering a consistent, satisfying customer journey, beginning with sales and marketing, then progressing to onboarding, customer service and support, and ongoing account management.

Collaborative Consumption of Wisdom

In the sharing economy, collaborative consumption increases the utilization of things such as rides, rooms and workspaces. Collaborative consumption of ideas increases the collective insight—and perceived value—of an industry. Everyone improves when we share best practices.


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