In any organization, Power Follows Money. One of the principal reasons why the Customer Support/Service department is low on the corporate pecking order is the lack of clarity about its contribution to overall company profitability. That needs to change. Start by producing a verifiable Cost Per Operational Minute value, and build your profitability picture from that beginning.
The costs for maintaining the training inventory for the company's customer contact center are seldom if ever tracked or reported. As a result, senior management's ability to make financially sound decisions regarding the center is hampered. This is the seventh article in the "A Contact Center Primer" series for executive management teams. While directly applicable to all technology companies, the implications for Software As A Service companies will be significant.
Much has changed over the past 20 years in customer contact centers throughout the corporate world. What could not even be imagined in the early days is now taken for granted. However, despite the dramatic changes in the tools and their capabilities, senior management needs to keep firmly in mind that the essential nature of the operation has not changed at all: it is still a knowledge inventory and distribution system where profitability is the key driver.
The Customer's Metric is the vital one for customer contact call centers, especially in the SaaS (Software as a Service) world. Companies that do not focus their strategy and operational decision on maintaining customer relationships will not succeed in their profitability goals.