The natural transition from tracking customer satisfaction to customer success

Jun 10, 2021 • Features • Customer Satisfaction and Expectations

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Kris Oldland, Editor-in-Chief, Field Service News is joined on the Field Service News Digital Symposium by Hilbrand Rustema, Managing Director and Founder of Noventum to discuss the findings of Noventum's Remote Service Delivery Benchmarking study.

During the discussion, Rustema outlines the key data trends that emerged within their study as well as offering his deep-level insight into the meta-trends of field service and how these have shifted dramatically in recent times.

Here the two discuss if the move towards customer success management is a direct evolutionary path from customer satisfaction management.

Find out more about this study and the work Noventum undertake @ www.noventum.eu

 

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We would also point you to the excellent Service Centricity Playbook that is available over at Noventum Service Management's site which you can access on @ https://www.noventum.eu/the-service-centricity-playbook

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