Outside-In Service Management Foundations™

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Outside-In thinking ensures you and your organization are centered on your customer.  This includes what products and services to offer, the makeup of those services, the interactions, touchpoints and moments of truth you need to co-design, to properly manage the overall customer experience.

Classroom Learning:

Duration 2 days, 1.2 CEUs, 12 PDCs

Course Description

The class provides a comprehensive introduction to outside-in thinking and how it can be applied to ensure service management initiatives are customer centric and relevant.  

The class is unique in both defining how outside-in thinking applies to products and services, and in helping service organizations apply this thinking to service management initiatives, ensuring customer centricity, customer first thinking and decision making, and a focus on creation of value for customers.

At the heart of the OISM methods pioneered by Service Management 101 and this class, is the ‘Outside-In, Inside-Out Continuum’, positioning terms like ‘best practices’, ‘processes’, and all the other inside-out vocabulary, and providing an easy to understand system for measuring customer centricity.

Importantly, OISM ensures service providers respect and manage the customer relationship lifecycle, consisting of satisfaction, loyalty and advocacy stages.  OISM also ensures customer touchpoints, customer interaction with products, services and the organization, the customer journey for any request, and the overall customer experience is described and managed for each service encounter.

Who Should Attend

This course will significantly benefit service management professionals who need to understand the key concepts and components of a service management system and customer focused service management strategy.