Cost to Serve Analytics: Strategise for success: A practical roadmap for customer service efficiency - Paperback

by J. E. McNish (Author)

"Cost to Serve Analytics: Strategise for Success" offers a comprehensive guide to uncovering the true cost of delivering each service. This book serves as a roadmap, equipping managers with essential tools, considerations, and guidance to tailor a repeatable approach to existing data infrastructures. Whether you're a seasoned professional or new to the topic, it is the go-to resource for senior leaders to steer the process in-house and for project managers to execute it effectively.

Cost to serve analytics addresses the critical need to reduce costs and enhance value by quantifying the expenses associated with delivering services to customers. It provides leaders with a deeper insight into cost components and how these might be leveraged to elevate the customer experience, propel strategic advancement, and optimise operational effectiveness.

What this book will help you to accomplish

Understand the costs associated with delivering each service, compare them with similar offerings, and encourage increased collaboration with the supply chain.

Identify hidden costs, quantify and address waste within operational processes and across organisational units.

Design programme and project tools, along with guidance, to integrate cost-to-serve considerations into every change initiative.

Equip managers with tools to make informed strategic decisions and steer savings initiatives that focus on efficiency without sacrificing value or capability.

Shed light on the potential cost benefits of forward-looking strategies, such as the implementation of artificial intelligence or investments in customer research and experience design.

Calculate the impact on the cost-to-serve and customer satisfaction levels from minimising the need for customers to make contact for reassurance and clarification purposes.

Replace reactive kneejerk cost cutting decisions with cyclical planned savings targets.

Employ a balanced scorecard approach to gauge progress toward strategic objectives and prioritise services where changes will result in the most significant resource savings.