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Building Customer Loyalty By Reducing Customer Effort, A Service Management Approach Beyond CRM

Dynamic duo Mike and Tom from ServiceNow will take you on a journey to help you understand why there is more to customer service than what you can get from a CRM. By leveraging service management principles to connect customer service to the rest of the company (System Of Action), customer service leaders can hold the rest of the company accountable to fix the underlying reasons why customers called in the first place. This focus on finding the root cause of issues, and getting them to a permanent resolution helps companies reduce cost, reduce customer effort and in turn, increase customer loyalty.

Mike Knaggs, Product Line Sales Specialist, Customer Service Management, ServiceNow

Co-Presenter Tom Kopyciok, Solution Consulting Lead – Customer Service Management, ANZ, ServiceNow

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