Building Loyalty through Customer Service


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In this webcast we delve into how to drive improved customer experience and loyalty through CRM. Find out how easy access to complete customer profiles, automating processes, and providing self-service helps resolve customer issues faster, optimize resources and maximize productivity.

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Building Loyalty through Customer Service

  1. 1. Navigating Roadblocks with CRM:Building Loyalty throughCustomer Service
  2. 2. SpeakersNeal Cranna Will Leung John EastonDirector, Marketing Solutions Consultant Director, Product Management
  3. 3. Customer Service“Customers demand superior service and support as the price fortheir ongoing loyalty and patronage.”“Forrester’s research repeatedly confirms that good customerservice experiences boost repurchase probability and long-termloyalty.”Source: The Forrester Wave™: CRM Suites Customer Service Solutions, Q3 2010
  4. 4. Age of the Customer
  5. 5. Key Trends inCustomer Service• Customer service embraces real-time methods• Self-service knowledge management (KM) tools grow in importance• Next-generation customer intelligence• Mobile capabilities serve as a linchpin for responsive customer service• Interest in social Web capabilitiesSource: The Forrester Wave™: CRM Suites Customer Service Solutions, Q3 2010
  6. 6. Benefits of CRM forCustomer Service • Gain a complete picture of the customer • Improve collaboration across all teams • Deliver a consistent customer experience • Track, manage and resolve service issues • Increase productivity • Optimize resources • Gain visibility into team performance • Increase efficiencies and reduce workloads • Access customer information … anywhere, anytime • Insight into real-time actionable intelligence • Indentify opportunities for improvement
  7. 7. Will LeungSolutions Consultant With hundreds of successful CRM implementations in various industries, Will applies proven methods in business analysis, installation, training, customization, and workflow process automation to maximize return on CRM investment. | Where There’s a Will, There’s a Way
  8. 8. CASE STUDY:Business Services Challenge: Ineffective methods of tracking client issues resulting in poor support Solution: Case management process implemented Results:  Accurate data allows customer services team to mentor clients through credit card and bank application processes  Streamlined step by step process with automated notifications
  9. 9. CASE STUDY:Education Challenge: Implement new email program – process needed to be quick and simple for customer service staff Solution: Automated processes Results:  Streamlined, efficient process to manage and monitor  Improved communications between customers and company from initiation to completion
  10. 10. Poll Results Which area(s) of your customer service process do you want to improve in 2012? Streamline customer service processes 26% Measure customer service effectiveness 30% Track and manage service issues more effectively 26% Improve service resolution time 19% Increase productivity and efficiencies 33% Share customer information across staff and teams 33%
  11. 11. John EastonDirector, Product Management Managing product development and product strategy, John has been with Maximizer Software for over 14 years. With more than 20 years in software development, program management and market strategy, John creates products that meet customer needs.
  12. 12. Assign or Escalate Case
  13. 13. Case Monitoring
  14. 14. Dashboards
  15. 15. Knowledge Base
  16. 16. THANK YOUFor all your Sales & Services needs: Contact your Account Manager or local Maximizer Business Partner in your area Email: Phone: 1-800-804-6299