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Download this Free Whitepaper and learn:
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Intellisync realized a 44% drop in customer wait times, time-to-close fell 57% , support costs were reduced by 35% and customer satisfaction has doubled. Read more about Intellisync here. At Corel, all but 3% of inquiries are handled via a single, self-service knowledge base and inbound e-mail volume has dropped 60%. Read more about Corel here. Beretta now provides customers with the answers they need fast, contributing to a 40% reduction in call the abandonment rate. Read more about Beretta here.  |
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Demystifying the Monster
Customer relationships are the new growth engine. "To remain competitive, you must figure out how to keep your customers longer, grow them into bigger customers, make them more profitable, and serve them more efficiently, " state Don Peppers and Martha Rogers, Ph.D. But maximizing the value of every customer interaction is a two-way street, stress Peppers and Rogers. There must be a value exchange between the company and the customer.
Get the FREE whitepaper and learn the five best practices for taming the two-headed monster of cost efficiency and revenue in customer service.
- Get aggressive about efficient execution - Revenue from stronger customer relationships starts with efficiency
- Get context-sensitive online - Turn your sights on making inbound online communications more effective
- Get real-time about prospecting - Examine all of your customer touches for opportunities to identify customers’ needs and present relevant offers in real time
- Get to the direct sales level - The service organization graduates to a direct sales center capable of making offers, taking orders and completing transactions
- Get serious about continuous insight - It’s critical to instill a culture of continuous insight within the service organization backed by processes for acting on it
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Optimizing the Service Organization |
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Customers |
Voice
Self-Service |
Single
Data Repository |
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Phone |
Context
Sensitive Offers |
Best
In-Class Service Revenue and Cost Efficiency |
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Web
Self-Service |
Intelligent
Lead Routing |
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EMail |
Direct
Sales Cross Sell/Up sell |
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Chat |
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Locator |
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| Integrate multiple channels to lower costs, increase bandwidth | Mine data for insight and create customer focused business rules for improving service quality & revenue | Implement revenue driving processes |
Deliver value to customer and company | |
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By meeting customer needs efficiently and profitably, companies enjoy the best of both worlds and maximize the value of the customer asset. The two-headed monster is not so scary after all. Click here to read this FREE white paper.
