The most progressive service and support organizations are evolving from problem solvers to value creators by helping customers not only resolve issues, but achieve outcomes. This is the key to turning service and support into a true growth engine.
When customers realize clear, repeatable benefits, they adopt, renew, expand and advocate — generating predictable demand for your products and services, while lowering retention and acquisition costs for your organization.
Leading organizations understand that centering on value is not just about delivering value to customers. It’s equally about removing the experiences that drain and erode value. Service and support organizations must master both sides of this equation.
Value-centered service (VCS) is a strategic model and operating architecture that defines how service and support can transform to realize its potential as a corporate growth engine. The model comprises five pillars: remove, prevent, resolve, enhance and build.
