Which customers account for most of your profits? Which products and services generate more profits than others? This is typically a complex picture, which is why most security integrators do not closely track what is perhaps their most important metric: cost to serve by customer or product.
Although many service providers believe that the perceived benefits of tracking total cost to serve do not outweigh the anticipated trouble and expense, the history of successful service providers proves that idea wrong. In practice, managing TCS is not an all-or-nothing proposition. You start with what you know and expand on it, step by step.
Given all the thought and effort that you and your people put into your business, you are doing yourselves an injustice if you do not fully consider the total cost to serve.
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