Cost to Serve Analytics: Strategise for Success: A Practical Roadmap for Customer Service Efficiency

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J E McNish

Cost to Serve Analytics

Strategise for Success: A Practical Roadmap for Customer Service Efficiency

J E McNish

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English

Aston Campbell Associates
01 June 2024

Business & management; Business strategy; Business innovation

""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.

By: J E McNish
Imprint: Aston Campbell Associates
Country of Publication: United Kingdom
Dimensions: Height: 210mm, Width: 297mm,
ISBN: 9781068623400
ISBN 10: 1068623403
Pages: 110
Publication Date: 01 June 2024
Audience: Professional and scholarly , Undergraduate
Format: Paperback
Publisher's Status: Active

Reviews for Cost to Serve Analytics: Strategise for Success: A Practical Roadmap for Customer Service Efficiency

""I found the book really inspiring. After years of frustration with organisations attempting then eventually failing to properly consider all of the multitude of factors involved in cost to serve this book finally gave me some hope that it is not an impossible task and that if people and organisations were to carefully and methodically work through the stages as you have described them they can finally get to a real understanding of what it is really costing the organisation to deliver their services."" Gavin Halligan-Davis Gavin is a subject matter expert in performance management and analysis. Throughout his career, he has held numerous interim leadership positions ranging from director to consultant, demonstrating his extensive experience and versatility in the field.