Four Steps For Optimizing Customer Service Operations

This post originally appeared on destinationCRM.

 

Customers want efficient, effortless service from the touchpoint and communication channel of their choice. They want to receive accurate, relevant, and complete answers to their questions upon first contact with a company. Forrester data backs this up: Sixty-six percent of customers agree that valuing their time is the most important thing a company can do to provide good service. Forty-five percent of US online adults will abandon their online purchase if they can’t find a quick answer to their question.

Why is it so important to deliver on customer expectations?  Customer satisfaction correlates to customer loyalty, and loyalty has economic benefits. Forrester calculates that a 10-percentage-point improvement in a company’s customer experience score can translate into more than $1 billion in revenue. Conversely, poor customer experiences are costly: Our data shows that 75% of consumers move to another channel when online service fails, which can incur a cost of many millions of dollars.

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More Changes Afoot In The CRM Space: Sage Drops SageLogix and ACT! To Focus On Core Products

Yesterday, the UK-based Sage Group said it had agreed to sell seven of its noncore products, virtually divesting itself of its North American operations. Notable divestitures in the CRM space are:

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