CHAPTER 8: REALISING AND VALIDATING SERVICE VALUE
This chapter is focused on step 7 of the customer journey: realise.
Key topics include:
• Methods for measuring service usage and customer and user experience and satisfaction;
• Methods to track and monitor service value;
• Different types of reporting of service outcome and performance;
• Charging mechanisms;
• How to validate service value;
• How to evaluate and improve the customer journey; and
• How the portfolio management practice can be applied to service value realisation.
This step of the customer journey is where value is tracked, assessed and evaluated. Service and customer journey improvements should be continually identified, and service value optimised. This step ensures that stakeholders ...
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