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Accenture css lessons from the recession_where customer service and support investments yield superior returns for communications

by Senior service professional at Serve4impact on May 19, 2010

  • 1,713 views

As the challenging economic environment caused customers to re-examine their spending on virtually everything, communications and high-tech companies—like all companies—continue to consider how to ...

As the challenging economic environment caused customers to re-examine their spending on virtually everything, communications and high-tech companies—like all companies—continue to consider how to reduce churn and hold on to their existing customers’ business, even while they are preparing once again for growth.

In the midst of the downturn, Accenture launched a comprehensive research effort with several goals. At a high level, we wanted to understand the impact the recession was having on communications and high-tech companies’ business and, more specifically, the changes the companies were making to their customer service and support activities to encourage continued spending even as customers’ budgets began to shrink.

We also wanted to find out what actions customers were taking in response to the downturn and the factors that were driving their decisions to either reduce or increase their spending on communications and high-tech products and services.

Finally, we hoped to determine customers’ state of mind with regard to such products and services, and glean insights into whether various aspects of the customer service experience made them more loyal to their communications and high-tech providers—and, thus, more likely to maintain or even increase their spending with those companies.

Our research was based on surveys of three distinct groups: 625 global enterprise customers of communications and high-tech products and services; 1,535 consumers of communications and high-tech products and services; and 462 global vendors of communications and high-tech products and services.

Respondents from CHT vendor companies participating in the survey were primarily senior-level executives from all segments of the global CHT industry. All regions of the world were represented by these vendors, and in terms of segments, the largest percentage was providers of telecommunications services and computer software. Furthermore, more than half of vendor respondents were owners or partners, C-level executives or vice presidents or directors

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Accenture css lessons from the recession_where customer service and support investments yield superior returns for communications Accenture css lessons from the recession_where customer service and support investments yield superior returns for communications Document Transcript