Customer Support Megatrends and Next Practices - 5349 Words

An eGain White Paper Customer Support Megatrends and Next Practices 2010 Update  © 2010 eGain Communications Corporation. All rights reserved. â€Å"May you live in interesting times!† The popular Chinese saying invokes both a blessing and a curse—depending on what you make of it. These are interesting times for customer support executives. As the rise of the Internet (and now, mobile Internet) and social networks collide with forces of globalization, support organizations find themselves in the eye of the storm. They are buffeted by powerful winds of change, ranging from the dramatic migration of most phone business to the Web to the high-profile outsourcing of agent positions to low-cost countries. To add to it, CxOs are†¦show more content†¦Next practices ï€ ´ Think like your customers: This is the first simple, and often overlooked, step to creating a customer-centered support organization. Think like your customers and design service processes and scenarios from their perspective. What would make it easy for your customers to do business with you? What kind of help do they need in various phases of the support life cycle? What would be â€Å"excellent service† in each interaction scenario? An easy way to find out is to just ask your customers! One of our clients, a leading financial services institution, embarked on a customer service initiative by first surveying customers. When it realized customers wanted interaction choice more than anything else, the company implemented a customer interaction hub (CIH) to power a customer portal Page 3 with a range of interaction options. The portal has delivered tremendous improvement in customer experience and cost efficiencies, reducing the need for agent-assisted service (the same number of agents now handle twice the number of customers). It’s no surprise then that the customer service organization and the executive that spearheaded the initiative received awards both internal and external! The customer portal was recognized as the best selfservice implementation in wholesale banking by the Tower Group, a leading financial services industry authority, and was alsoShow MoreRelatedChapter 2 : Developing Marketing3141 Words   |  13 Pagesorganization versus mission statements rarely provide useful marketing value. MY OPINION:Pro: A well-crafted corporate mission statement reflects the values of the firm as they relate to the community at large, its stakeholders, its employees, and its customers. Once the firm’s positions are delineated in the mission statement, marketing can begin the process of setting its priorities, goals, and objectives derived from the stated priorities of the firm. With the advent of holistic marketing, what the firmRead MoreMarketing Discussion15807 Words   |  64 PagesCHAPTER 1 :- DEFINING MARKETING FOR THE 21st CENTURY MARKETING DEBATE—Does Marketing Create or Satisfy Needs? Marketing has often been defined in terms of satisfying customers’ needs and wants. Critics, however, maintain that marketing does much more than that and creates needs and wants that did not exist before. According to these critics, marketers encourage consumers to spend more money than they should on goods and services they really do not need. Take a position: Marketing shapes consumerRead MoreNetworking Skills Of The Creative Industry2866 Words   |  12 Pagesto change society, improve productivity and work life, and to share resources. They are structured to transmit information in a way that is quicker, with more high touch, and more energy-efficient than any other process we know. ~ John Nasibitt, Megatrends Introduction (Section 1) There is a sure component of truth to the way that networking all by itself is to a degree pointless when contrasted with the capacity to depend upon others and promptly accomplish an imparted or common result from theRead MoreHow The Strategic Application Of Hr Practices Improves Corporate Success5708 Words   |  23 Pages This paper will be examine how the strategic application of HR practices improves corporate success. I will outline what measures of success are impacted by the application of HR practices and explain how HR strategies affect operational, functional, and business strategies. I will use research to show the link that ties long-term business success to effective people management practices. Before I move into these elements it is important to understand what criteria is used to select the bestRead MoreEmbedded-Sustainability---a-Strategy-for-Market-Leaders Essay3141 Words   |  13 Pagesevery company under a microscope. With a new set of pressures on hand, wh at is business to do? We are not talking about the Body Shops and Ethical Banks of this world but rather the Unilevers and HSBCs: industry leaders pursuing middle-of-the-road customers, who find themselves often blindsided by ecological and social burdens. So, how are we as business unit and functional managers to treat social, health and environmental demands in the mainstream? There are many managers who still go with familiarRead More7 Megatrends 203026297 Words   |  106 Pagesoptimized for color prints 1 About the TREND COMPENDIUM 2030 WHAT IS IT? The   TREND   COMPENDIUM   2030   is   a    global   trend   study   compiled   by   Roland    Berger   Strategy   Consultants It   describes   seven   megatrends   that   will    shape   the   world   over   the   next   20   years All   trends   have   a   broad   impact   on   how    we   do   business    Therefore,   Roland    Berger   experts   have   identified   corporate    actions   that   companies   must   take   today The   study   also   takes   a   lookRead MoreFashion Forecasting3980 Words   |  16 PagesFashion Forecasting How fashion forecasting is relevant in a new sample making? What is Fashion forecasting? Fashion forecasting is the prediction of mood, behavior and buying habits of the consumer. It is no longer a question of identifying your customers by age, geography or income, but looking into how and why they buy, based on their mood, beliefs and the occasion. Fashion forecasting is the prime issue underlying the issue of trends. It is not an occupational guessing game because very substantialRead MoreClorox, the Way Forward5000 Words   |  20 PagesDue to this strategy and consumer trends, Clorox should stay the path of being an eco-friendly, green organization. Current consumer preferences support the notion that green sustainability is a megatrend, not a passing fad. To achieve the Centennial Strategy goal of double-digit profit growth in 2013 and to implement green initiatives and best practices across all Clorox product divisions, small changes in strategy and an increase of approximately $18 million in marketing and advertising needs toRead MoreClorox Case Analysis Essay5005 Words   |  21 PagesDue to this strategy and consumer trends, Clorox should stay the path of being an eco-friendly, green organization. Current consumer preferences support the notion that green sustainability is a megatrend, not a passing fad. To achieve th e Centennial Strategy goal of double-digit profit growth in 2013 and to implement green initiatives and best practices across all Clorox product divisions, small changes in strategy and an increase of approximately $18 million in marketing and advertising needs toRead MoreA Critical Review of Knowledge Management as a Management Tool8306 Words   |  34 Pagesemployees capabilities. Knowledge and the management of knowledge appear to be regarded as increasingly important features for organisational survival. Explores knowledge management with respect to its content, its definition and domain in theory and practice, its use and implications, and to point out some problems inherent in the concept. The main contribution of this paper is an extensive literature survey on knowledge management. Electronic access The current issue and full text archive of this journal