The ConnectWise Modern Business Series

Customer experience is now more than ever the key to success in the IT channel.

IT providers must supply brilliant customer service to stand out in a sea of price–focussed rivals. Otherwise, as-a-service customers will jump ship.

But how do IT providers deliver a fantastic experience at every step in the customer journey?

This ConnectWise Modern Business Series report explains how. It covers how IT providers can move beyond basic support to end-to-end customer service.

The report covers:

  • the six steps in the customer journey
  • creating value at each step
  • measuring success
  • the necessary tools
  • key strategic questions

The report also explores the market pressures IT providers will face in the future and why they need to prepare.

And it looks at how they can position themselves as strategic partners, rather than break-fix businesses.

IT providers competing in a crowded as-a-service market should understand these issues.

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