Where’s the value in CSI if your customers don’t recognise it?

Presented by

Ian MacDonald FBCS CITP FISM

About this talk

In this session we explore the concepts of ‘value’ and the challenges facing IT service providers in conveying the value being provided from their IT services and the capabilities of their people. Where customers are unsure of the value provided, then this brings into sharp focus cost and value for money. A CSI strategy based on a ‘Marginal Gains’ approach recognises that with existing IT services there are always opportunities to add value to the customer from low or no cost enhancements. However, there is no value in CSI if your customers don’t recognise it. The benefits of CSI need to be communicated and explained in business and customer terms to all relevant stakeholders. This requires the IT service provider to recognise the strategic importance of managing customer perception and developing a communications strategy that provides timely, targeted and relevant information to customers on the value being provided.

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