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Find the Big Pay-off in Customer Service using CRM
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Find the Big Pay-off in
Customer Service using CRM |
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Register now for this FREE live web event. |
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WEDNESDAY SEPTEMBER 10TH, 2008 • 11:00am PT / 2:00pm ET |
“The customer experience is arguably the last remaining differentiator between service providers,” says Sheryl Kingstone, Director of Enterprise Research at Yankee Group. “Service providers today see the value in investments to better their customer experience, but many lack the holistic vision necessary to determine what this experience needs to be and an effective strategy to address both systems and business processes to assure a successful, low-risk transformation.”
Despite costly CRM and service tool implementations, many companies wonder why their customer satisfaction ratings are barely rising. In fact, research shows only a 2 percent rise in customer satisfaction across industries. After all of the expenses, where’s the pay-off?
Join us as we talk with well-known CRM industry analyst, Sheryl Kingstone of Yankee Group, about common mistakes companies are making in their struggle to improve their customer service through technology.
Sheryl will discuss:
- A big-picture take on the difference between customer service and customer experience.
- The disconnect between business process improvement and the customer experience.
- Top obstacles for companies to overcome in order to transcend customer service and manage the customer experience.
Sheryl will be joined by Michael Tarbet, Vice President, Americas, for Consona CRM, to further explore building a holistic customer experience through empowerment of your customer service teams using knowledge management and total customer management principles.
Register now for
this informative
one-hour Webseminar. |
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Editorial Director
CRM magazine |
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Director, Enterprise Research
Yankee Group |
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Vice President, Americas
Consona CRM |
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| Reserve quickly — space is limited. Audio is streamed over the Internet, so turn up your computer speakers! |
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