[[{"@context":"http:\/\/schema.org","@type":"Answer","text":"Customer service management, or CSM, is defined as the way a company organizes its customer service operations to ensure customers consistently have a great experience. This includes everything from training the customer-facing teams, to optimizing processes for faster and better service delivery, and consistently measuring the performance of the customer service team in providing excellent service. It\u2019s all about making customers happy and loyal, encouraging them to remain repeat customers for the company\u2019s products or services.","name":" What is customer service management?","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/06\/what-is-customer-service-management-definition-examples-benefits\/#Answer"},{"@context":"http:\/\/schema.org","@type":"Answer","name":"How to manage high quality customer service","text":"<p>Managing a company&rsquo;s customer service operation means you&rsquo;re on the hook to deliver high-quality customer service. And that means:<\/p> <ul> <li>Fast response times<\/li> <li>Reliable, informative solutions<\/li> <li>Convenient, omnichannel availability (i.e. call center, chatbots, social media, and self-service)<\/li> <li>Friendly and personable interactions<\/li> <\/ul>","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/06\/what-is-customer-service-management-definition-examples-benefits\/#Answer1"},{"@context":"http:\/\/schema.org","@type":"Answer","name":"what is the process for customer service management","text":"<ol> <li><strong>Understand your customer<\/strong><\/li> <li><strong>Enable your service staff<\/strong><\/li> <li><strong>Implement dynamic customer service solutions<\/strong><\/li> <li><strong>Track performance and adapt as needed<\/strong><\/li> <li><strong>Continuious improvement<\/strong><\/li> <\/ol>","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/06\/what-is-customer-service-management-definition-examples-benefits\/#Answer2"},{"@context":"http:\/\/schema.org","@type":"Answer","text":"<p>Here's why customer service management is a key business driver:<\/p> <ul> <li><strong>Drives customer loyalty<\/strong><\/li> <li><strong>Shapes brand perception<\/strong><\/li> <li><strong>Refine products and services<\/strong><\/li> <li><strong>Stand out in the \"sea of sameness\"<\/strong><\/li> <li><strong>Streamline operations for business growth and profitability<\/strong><\/li> <li><strong>Protect the brand<\/strong><\/li> <\/ul>","name":"Why is customer service management important?","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/06\/what-is-customer-service-management-definition-examples-benefits\/#Answer3"},{"@context":"http:\/\/schema.org","@type":"BlogPosting","name":"What is customer service management: Definition, examples, benefits","headline":"What is customer service management: Definition, examples, benefits","description":"Customer service management is how a company runs its service operation, including training reps, optimizing processes, and measuring success.","datePublished":"2021-10-06T00:01:00Z","about":["https:\/\/www.the-future-of-commerce.com\/2021\/10\/06\/what-is-customer-service-management-definition-examples-benefits\/#About",{"@type":"Thing","name":"customer service","@id":"https:\/\/www.wikidata.org\/wiki\/Q1060653"},{"@type":"Thing","name":"The Customer Service Management Process","@id":"https:\/\/www.wikidata.org\/wiki\/Q57604239"},{"@type":"Thing","name":"Customer service","@id":"https:\/\/en.wikipedia.org\/wiki\/Customer_service"},{"@type":"Thing","name":"Customer Relationship Management","@id":"https:\/\/en.wikipedia.org\/wiki\/Customer_relationship_management"}],"dateModified":"2023-11-06","url":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/06\/what-is-customer-service-management-definition-examples-benefits\/","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/06\/what-is-customer-service-management-definition-examples-benefits\/","subjectOf":{"@type":"FAQPage","url":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/06\/what-is-customer-service-management-definition-examples-benefits\/","name":"What is customer service management: Definition, examples, benefits","about":[{"@id":"https:\/\/en.wikipedia.org\/wiki\/Customer_relationship_management"},{"@id":"https:\/\/en.wikipedia.org\/wiki\/Customer_service"},{"@id":"https:\/\/www.wikidata.org\/wiki\/Q1060653"},{"@id":"https:\/\/www.wikidata.org\/wiki\/Q57604239"},"https:\/\/www.the-future-of-commerce.com\/2021\/10\/06\/what-is-customer-service-management-definition-examples-benefits\/#About"],"mainEntity":[{"@type":"Question","name":" What is customer service management?","acceptedAnswer":{"@id":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/06\/what-is-customer-service-management-definition-examples-benefits\/#Answer"},"@id":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/06\/what-is-customer-service-management-definition-examples-benefits\/#Question"},{"@type":"Question","name":"How to manage high quality customer service","acceptedAnswer":{"@id":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/06\/what-is-customer-service-management-definition-examples-benefits\/#Answer1"},"@id":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/06\/what-is-customer-service-management-definition-examples-benefits\/#Question1"},{"@type":"Question","name":"what is the process for customer service management","acceptedAnswer":{"@id":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/06\/what-is-customer-service-management-definition-examples-benefits\/#Answer2"},"@id":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/06\/what-is-customer-service-management-definition-examples-benefits\/#Question2"},{"@type":"Question","name":"Why is customer service management important?","acceptedAnswer":{"@id":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/06\/what-is-customer-service-management-definition-examples-benefits\/#Answer3"},"@id":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/06\/what-is-customer-service-management-definition-examples-benefits\/#Question3"}],"abstract":"Whether you\u2019re a global enterprise or a scrappy startup, how you handle customer service and support matters. A lot. Without satisfied, happy customers, your business can\u2019t succeed.  But as your company grows, maintaining consistently excellent service experiences can get tricky. This is where customer service management helps.","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/06\/what-is-customer-service-management-definition-examples-benefits\/#FAQPage"},"image":{"@type":"ImageObject","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/10\/customer-service-management-ftr-1200x370.png","height":"370","width":"1200","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/10\/customer-service-management-ftr-1200x370.png"},"author":{"@type":"Person","name":"Kirsi Tarvainen","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/kirsi-tarvainen\/"},"publisher":{"@type":"Organization","logo":{"@type":"ImageObject","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-foc-2x.svg","height":"96","width":"293","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-foc-2x.svg"},"address":{"@type":"PostalAddress","name":"The Future of Commerce","addressCountry":"https:\/\/www.the-future-of-commerce.com\/#Country","addressLocality":"Newtown Square","addressRegion":"PA","postalCode":"19073","streetAddress":"3999 West Chester Pike","@id":"https:\/\/www.the-future-of-commerce.com\/#PostalAddress"},"url":"https:\/\/www.the-future-of-commerce.com\/","alternateName":"The Future of Commerce and Customer Engagement","additionalType":"news media","name":"The Future of Commerce","description":"News, information, and analysis on the future of commerce, including e-commerce, customer engagement, B2B, B2C, DTC, supply chain, sustainability, and purpose.","sameAs":["https:\/\/www.linkedin.com\/groups\/4844282","https:\/\/podcasts.apple.com\/us\/podcast\/a-call-for-a-better-experience\/id1479742201","https:\/\/twitter.com\/FutureOfCEC","https:\/\/www.the-future-of-commerce.com\/feed\/"],"contactPoint":"https:\/\/www.the-future-of-commerce.com\/#ContactPoint","legalName":"The Future of Commerce","parentOrganization":"https:\/\/www.sap.com\/index.html#Organization","numberOfEmployees":"https:\/\/www.the-future-of-commerce.com\/#QuantitativeValue","@id":"https:\/\/www.the-future-of-commerce.com\/"},"@id":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/06\/what-is-customer-service-management-definition-examples-benefits\/#BlogPosting"}],{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2021","item":"https:\/\/www.the-future-of-commerce.com\/2021\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"10","item":"https:\/\/www.the-future-of-commerce.com\/2021\/\/10\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"06","item":"https:\/\/www.the-future-of-commerce.com\/2021\/\/10\/\/06\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"Customer service management (CSM): Definition, examples, benefits","item":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/06\/what-is-customer-service-management-definition-examples-benefits\/#breadcrumbitem"}]}]