Why is Service Management Important?
The answer is clear: “It costs 5-7 times more to create a new customer, than to retain a loyal customer.”
A lot of organizations focus on the old notion that it costs 5-7x more to get a new customer, but in doing so, they lose focus on what really matters—connecting with customers and delivering (service) value – now and in the future. The most successful organizations find a balance between the two costs.
The infographic of Signalmind says it all. A 10% increase in customer retention can yield a 30% increase in value of a company. And repeat customers spend on average 33% more than new customers. Obviously, quality services delivering service value contributes to retaining customers.
Effective and efficient service management throughout an entire organization continuously increases the quality and the value of your services.
What is Service Management?
Service management is a practice designed to improve an organization’s (customer service) processes. It is a systematic approach that tailors the customer experience, needs, and expectations from the moment the customer contacts the organization until the customer is satisfied with the transaction. Parts of the customer experience can include shopping, billing, and troubleshooting. One of the most important parts of service management is avoiding service errors or mistakes.
What is ISO/IEC 20000?
ISO/IEC 20000 is the international service management standard. It describes the implementation of an integrated process approach. An approach that supports the delivery and the operations of services. Note that it consists of a set of minimum requirements to audit an organization against effective service management. The standard helps you focus on the effective delivery of your services that are of value to your customers. As well as to manage your services to meet the ever-changing requirements of the business and of your customers.
ISO/IEC 20000 Certification
1000s of organizations around the globe are ISO/IEC 20000 certified. Independent auditors have verified that the organization’s service management system meets the requirements of this international standard.
INTERPROM has led the ISO/IEC 20000 certification training market since 2006. Consequently, we offer several ISO 20000 certification training courses. Above all, they are completely designed to give you the practical knowledge that you need. Furthermore, INTERPROM is an Accredited Training Organization (ATO) of APMG International. This means for instance, that our quality management system is audited on an annual basis.
Did you know that we have led dozens of organizations towards achieving ISO/IEC 20000 certification? And that auditing firms send their auditors to our courses? And in addition, that we help you with upholding certification through our coaching service? In other words, we have established long-lasting relationships with our certified customers. Above all, they are happy. Obviously, without exception, they all have become extremely successful.
Why INTERPROM As Your Educator?
We continuously characterize ourselves through high quality Service Management training instructors. Each possess and share decades-long of practical service management implementation experience. Obviously, we are doing this during every course that teach. In addition, all our instructors are ISO/IEC 20000 Master certified. In fact, this is a certification that was only awarded to a dozen of people globally.
Similarly, for the feedback that we receive from our students. Furthermore, it should be noted, that without exception, they all share compliments about our instructors. Particularly for their passion. As well as for their practical experience. As a result, every participant takes away a wealth of knowledge and expertise that is ready-to-use.
In addition, all our instructors are ISO/IEC 20000 coaches and consultants. In all openness, they are mostly occupied as such. Consequently, this is good news for you. Because each brings to you what other organizations are doing. Not to mention, how your organization can reap the benefits of the standard.
For all our ISO/IEC 20000 courses that are listed above, you can click on “Learn More” or “Read More” for the course syllabus. Along with the course prerequisites and the intended audience. As well as the exam preparation, the delivery formats and the fees.
Note that students from all seven continents have attended our ISO 20000 certification courses. However, no one from Antarctica. Yet. We remain hopeful.