 |
In many organizations Service Management (SM) is often confused with Customer Relationship Management (CRM). In Enigma Consulting, SM focuses on how to combine the organisation’s assets and systems in a managed way in order to provide a cost effective service that satisfies the business requirement. By contrast, CRM focuses on the day–to-day interaction with the customer and supports the managing of expectations, the gathering of future requirements and direction of the business. While the two complement each other, their focus is very different.
|
