Is Customer Experience Important To Internal IT Organizations? With Free Statistics!

You can guess where I stand on this otherwise I wouldn’t be writing this blog and others like it ...

Yesterday I was a guest speaker in an Axios webinar, called “Using ITSM to Increase Business User Satisfaction and the Perception of IT,” during which we ran four audience polls. I thought it would be great to share the poll results and my thoughts.

The webinar story arc …

I set the scene using many of my favorite graphics including the following which shows the gulf between the business’ and IT’s own opinions of how well the average internal IT organizations is doing …

… Before starting to look at how what we do and measure either increases or decreases the customer experience – including the fact that we often seem to be too focused on what we do in IT rather than what we achieve through what we do in IT (and IT service management (ITSM)). I also included a section on common metrics issues which I’ve previous blogged on here and here; and the customer experience work of my Forrester colleagues and its applicability to internal IT.

The poll results and my thoughts …

1. Do you consider the people that consume your IT services to be:

  • End Users                       17%
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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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Sometimes, The Elephant In The Room Is Meant To Be There!

After we packed up the kids and drove three hours to Disney World in Orlando, I sat up until almost 2 o'clock this morning reading the media coverage about Disney's soon-to-be-launched Next Generation Experience. While the blogosphere has been muttering about this reported billion-dollar initiative for a few years, the story took off early this year when the NY Times announced its impending launch. Unfortunately, most of the media coverage centered on the proverbial elephant in the room -- privacy. Congressman Ed Markey exemplified the kneejerk reaction, demanding Disney CEO Bob Iger answer questions that were already addressed in the company's FAQs. If we were in Ireland or England, I'd say that Congressman Markey was taking the mickey!
 
 
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Embrace Mobile Engagement As A Catalyst To Drive Process Change

Here's a scary number for you - Forrester forecasts that companies will spend about $900 million on mobile process reinvention services in 2013, a number that will more than triple in 2014. WAIT! Before you break the bank, know that reinventing business processes for mobile is more about optimizing specific steps in any process to enhance a person's mobile experience than it is about wholesale and complex re-engineering. Based on interviews with more than a hundred CIOs, vendors, integrators and mobile design firms, Clay Richardson and I have developed a three-step process to help narrow the focus and you can read all it in our latest research report, Mobile Engagment Demands Process Transformation in the CIOs Mobile Enagement Playbook.

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