Why is Customer Experience Important for Managed Services?

With over 35 years of experience in the IT managed services industry, Chief Experience Officer, Jessica Carroll, is an expert on customer experience and customer success. We asked her, ‘Why is customer experience important in a managed service landscape?’ She says that a managed services company that invests in customer experience has a unique, differentiating position in today’s business landscape.

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Transcript

Considering the customer's experience is critical for any business. Customer experience is the perception that a customer has gained from each interaction with your company. The core reason a company can exist is because the customers have a need the company can fill, but that relationship will be short lived if the experience is not consistently a positive one. In business to consumer companies, we refer to them as B2C, the customer experience has been a focal point of investment for many years. Business to business companies, B2B, particularly managed services companies, may have invested in customer support, support being a reaction to a problem, but not as much emphasis has been on proactively managing the experience start to finish. A managed services company that invests in customer experience has a unique, differentiating position in today's business landscape.