With products increasingly becoming commodities, chief executive officers (CEOs) recognize that first-rate customer service is key to enhancing customer satisfaction. While revenue is flattening for many product businesses, service income is increasing. Find out how integrating business processes and customer relationship management (CRM) data can help you deliver new service offerings and improve the customer experience.
quickly refine the knowledge databases used by all touch points. By fostering appropriate blogs, forums, and communities, companies can develop their own ser vice plans that leverage the Web. Finally, companies can refine their marketing and service assumptions, adapting their brand strategies to conform to the evolving experience that customers expect. Smart Service Agents Today, service agents dealing with complex products, customer needs, and processes often do not have the ability to process and make