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The Future Customer-Centric Organization: Best Practice and New Strategies for Improving Customer Service
Business Insights, March 2008, Pages: 141
“The customer is king” was a phrase first used in retail environments, but has become common parlance in most customer-facing organizations -including those that have not traditionally referred to their users as ‘customers’, such as the public sector- thanks to the importance businesses now place on their customers. The Future Customer-Centric Organization: Best practice and new strategies for improving customer service is a new report that examines the applications and services that have evolved to support organizations’ customer service efforts.
This report analyses the drivers behind the growing emphasis on customer service and the emergence of the customer-centric enterprise model. It also explores developments in contact centre technology designed to assist customer service initiatives and opportunities for making outsourcing contact centres a success. Drive loyalty and revenue by understanding and fulfilling your customer’s needs more effectively by developing a more customer-centric organization with the help of this new report.
Key questions answered by this report...
- What is the customer-centric enterprise?
- Why is customer service important and how can it be used to sell more products and services?
- Which verticals are particularly focused on customer service and what are their key pain points ?
- Where are the emerging contact centre outsourcing opportunities?
- What are the key drivers and inhibitors of adoption of contact centre products and services?
- Who are the leading providers of customer-focused solutions and services?
Key issues examined in this report...
- The customer-centric enterprise is one where multiple channels are open for communication, with a consistent level of service and brand experience. CRM solutions may centralize organize customer data, but do not necessarily deliver superior customer service.
- IP-based communications. IP brings cheaper telecommunications, new services and ways of exceeding customer expectations through unified communications and virtual contact centres.
- Contact centre virtualization is essential in enabling the customer centric enterprise and providing better customer communications at a higher level of service.
- Unified communications is the ability to manage all communications through one interface. Its deployment increases productivity through faster connectivity with colleagues and clients. Agents can be more responsive to customers improving service.
- Mobility is becoming a more significant factor in unified communications and this is likely to help drive investments; the mobile and PBX network convergence (‘one number’/fixed mobile convergence ) will also become more widely adopted in 2008.
This new report will enable you to...
- Learn how customer service is changing and how it can be improved using new technologies with this report’s examination of the customer-centric organization and contact centre optimization and virtualization.
- Create more effective competitive strategies based on this report’s case studies from customer-centric organizations and SWOT analysis of leading vendors of customer-focused products and services.
- Improve the effectiveness of your outsourcing sales strategies with this report’s analysis of emerging markets their key priorities and pain points.
- Understand the benefits of unified communications and how IP platforms and mobility can not only improve business processes but also increase productivity and customer service levels.
- Quantify and target future growth areas using this report’s insight into customer service drivers within key vertical markets and market forecasts for key application and service areas to 2009.
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