The purpose of this paper is to increase awareness of the value that can be derived from embracing customer service and ensuring tenant satisfaction.,This literature review synthesizes the results of research conducted around the world to examine the value proposition of customer-focused property management. The literature was identified through a search of academic journal articles and industry publications, together with the authors' experience of working with industry practitioners. Drawing on these sources, the authors identify five emerging trends that are likely to make customer service an even more critical part of property managers' jobs and propose best practices to help property managers actualize the benefits.,Three themes emerge from the literature. First, property managers can add significant value to real estate portfolios by delivering high-quality customer service to tenants. Second, emerging trends in the real estate industry are creating new opportunities for property managers to participate in the value creation process. Third, there are a number of steps property managers can take to leverage customer service to benefit the real estate investors they represent.,Real estate investors, and the property managers working on their behalf, can realize the advantages of customer-focused property management by adopting a series of straightforward best practices, which are discussed in the paper.,The trends identified and practical steps proposed are likely to be all the more relevant in the aftermath of the Covid-19 pandemic.,This research should increase awareness of customer-focused property management and the mechanisms through which it can affect real estate returns. The ten best practices proposed should help property managers deliver effective service to tenants and achieve the associated financial benefits for investors.

中文翻译：

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认识并实现以客户为中心的物业管理的价值

本文的目的是提高人们对拥抱客户服务并确保租户满意度所能带来的价值的认识。本文综述了全球范围内进行的研究结果，以研究以客户为中心的物业管理的价值主张。通过搜索学术期刊文章和行业出版物以及作者与行业从业者合作的经验来识别文献。利用这些资源，作者确定了五种可能使客户服务成为物业经理工作中更为关键的部分的新兴趋势，并提出了最佳实践以帮助物业经理实现收益。文献中出现了三个主题。第一的，物业经理可以通过向租户提供高质量的客户服务来为房地产投资组合增加可观的价值。其次，房地产行业的新兴趋势正在为物业经理创造参与价值创造过程的新机会。第三，物业经理可以采取许多步骤来利用客户服务来使他们所代表的房地产投资者受益。房地产投资者以及代表他们工作的物业经理可以通过以下方式实现以客户为中心的物业管理的优势：采用一系列直接的最佳实践，在本文中进行了讨论。在Covid-19大流行之后，确定的趋势和建议的实际步骤可能更有意义。这项研究应提高人们对以客户为中心的物业管理的认识，并了解影响房地产回报的机制。建议的十个最佳实践应有助于物业经理为租户提供有效的服务，并为投资者带来相关的财务收益。