Customers are the lifeblood of a successful enterprise. Yet too often, enterprises fail to keep their customers up to date during an outage. In these scenarios, enterprises risk alienating customers and losing them to rivals. To better understand why this may be the case, let’s consider an example.

Oftentimes, enterprises struggle to notify customers, employees, partners and other key stakeholders about incidents. Yet failure to maintain constant communication with key stakeholders may slow down incident response. Worst of all, a lack of communication may put customer relationships in danger and lead to revenue losses, brand reputation damage and other long-lasting business issues.

Believe it or not, there is a difference between incident closure and incident resolution. Incident closure ensures a problem has been addressed. Comparatively, incident resolution goes a step further by ensuring an incident is closed and all stakeholders are satisfied with the end results and agree with the incident closure.