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The ability to measure, monitor, assess, and track KPIs is critical to any organization's ability to manage its service operations. Some may use only the most basic, or standard, service KPIs, while others have developed more sophisticated metrics to hone in on the most critical areas reflecting service performance.

This report is outlined in the following 3 Chapters:
  • Chapter One: Benchmarking the Best-in-Class
  • Chapter Two: Benchmarking Requirements for Success
  • Chapter Three: Required Actions

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Service Benchmarking and Measurement: Using Metrics to Drive Customer Satisfaction and Profits, Microsoft Corporation, Microsoft Corporation Complimentary Benchmark Report
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Service Benchmarking and Measurement: Using Metrics to Drive Customer Satisfaction and Profits
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