What Service Management Really Means

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Running Time: 4:49

Date: 01/04/2012

Service management is the key to everything we do in business - so what's it all about?

Service management, says Rob England of New Zealand-based consultancy firm Two Hills, is not just for businesses in the services sector. It's about creating and delivering services to customers that will keep them doing business with you because they're satisfied with what you provide. Rob says that, while product management tends to be based on product development and sales, service management focusses more on operations and customer relations. But the two go hand-in-hand. He sees a particular role for accountants in advising their clients on how to use service management, as well as applying it in their own practices.