Customer Service Management (CSM) is a strategic process aimed at enhancing customer satisfaction, loyalty, and business performance by delivering consistent and effective service experiences. This paper focuses on the measurement of CSM practices, highlighting key metrics such as Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), and First Contact Resolution (FCR). While these metrics offer valuable insights, the study identifies several challenges that hinder effective measurement, including the intangibility of service quality, lack of standardized benchmarks, misalignment with customer expectations, and insufficient integration of employee perspectives. It further explores how companies are addressing these issues through balanced scorecards, AI-driven sentiment analysis, omnichannel tools, and Voice of Customer (VoC) programs. The paper also identifies critical research gaps, particularly in emotional intelligence measurement, cultural sensitivity, and real-time analytics. Suggestions for future research include the development of integrated and localized measurement models, the incorporation of employee and customer co-created metrics, and the modernization of classical frameworks such as SERVQUAL. Ultimately, improving the accuracy and relevance of CSM measurement is essential for enhancing service quality, ensuring customer satisfaction, and supporting organizational growth in an increasingly competitive and digital service environment.