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Posted by Kate Leggett on January 24, 2011
Businesses, in 2011, are refocusing on strategies that differentiate them from their competitors. One way to do this is by focusing on customer service. We see that organizations are ramping up their multichannel customer service initiatives. In fact, 90% of customer service decision-makers told Forrester last year that a good service experience is critical to their company’s success, and 63% think the importance of the customer service experience has risen. However, customer expectations are getting higher. Customers are increasingly online, want self-service options, and demand responses in real time, often through their mobile devices. Moreover, social media, such as Twitter and Facebook, has grown to be an important new channel for interacting with customers and engaging in innovative ways.
To meet these challenges, organizations continue their search for solutions to address their most pressing customer interaction management problems. Leaders of customer service and product support organizations tell us that they want to strengthen five key capabilities:
Navigating the complex customer service solution ecosystem is difficult, as there are many good solutions available. One category of solutions to consider is the customer service capabilities provided by leading CRM suite software solutions providers. These vendors provide core customer service transactional and data management capabilities. Another category to explore is the capability of specialty customer service solution providers to fill the gaps. Understand your pain points, create a business case, and create a checklist of capabilities to assess the strengths of the different vendor solutions. Most importantly, always ask for customer references to see how vendors fare in real life.
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