Support leaders need more than operational metrics—they need measures that reflect strategy, scale, and impact.
This report introduces a next-generation approach to measuring support, designed to help leaders manage support as a strategic business function. It defines seven critical focus areas that provide a holistic view of support performance and contribution:
• Customer Engagement
• Support Reach
• Answers Delivered
• Answers Accepted
• Support Effectiveness
• Support Costs
• Support Delivery Efficiency
Together, these metrics connect support activity to customer outcomes and business results—enabling leaders to optimize delivery, prioritize investment, and prove support’s strategic value.
Download the report to adopt metrics built for Strategic Support.
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