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Shared Services: Building a Well-Defined Service Management System

Achieving Customer Service Excellence

shared services pie chart

Service management is the “operational engine” that ensures the entire Shared Services organization works towards achieving customer service excellence.

As customer needs continue evolving, Shared Services must ingrain customer service discipline in its day-to-day operations. The function can accomplish this by creating a service management system of people, processes, and tools that will support consistent and reliable service delivery to customers.

Download this excerpt of the CEB Service Management Playbook to learn the steps and best practices to achieving customer service excellence.

Service Management Tools & Resources

Building a seamless relationship management process


Establish an effective performance evaluation process.


Create a process for identifying targeted improvements.