Leading Practices White papers for Internal Customer Support (also called ESM, B2E, Shared Services)

FernandoCastro · ‎02-21-2024

Hello all,

I am proud to present you the result of several months of work between our teams in filling a content gap that has existed for a while.

Usually, CSM is represented as "just external customer support" (with references to B2B/B2C data models) while forgetting the strong capabilities it has (specially for industry solutions) to map out internal and external service organizations that are ultimately part of the customer value chain. This enables scalability, automation and true end to end customer experience through concepts like Enterprise Service Management or Business to Employee.

For those not familiar with a business to employee data model (B2E), or shared services; this use case is when a company can provide products and/or services to their employees and/or their respective business entities, within the same reference framework as their external customers given each business entity constitutes a vital part of the overall customer experience journey. Essentially, a business entity (like a department or branch location) can send cases between each other, their customers and their employees.

Links below:

Special thanks to all the peer reviewers, product BU and collaborators across teams - This was a def a team effort!

Any feedback or questions, please reach out or comment below 😊