Improving Support Operations and the Customer Experience Through Improving Support Operations and the Customer Experience Through

Improving Support Operations and the Customer Experience Through Business Intelligence

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Source: EMC

Date: December 2009

Type: Case Study

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Overview: Based on lessons learned from a transformational "management by metrics" initiative at EMC, this paper illustrates how such a data-driven approach to customer support can help organizations unify and improve service quality across growing and diverse product portfolios and geographies, integrate acqusitions, shape product development, streamline field operations, and provide customers with a more satisfying support experience.

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