Sources: Gartner.com, ExecutiveBoard.com, Forrester.com, Experian.com, McKinsey.com, American Express-Echo
2012 Global Customer Service Barometer
Customers are more
connected than ever.
of customers have spent
more due to positive
Integrate siloed apps and data on
savings as a core
beneﬁt of have a
single view of
Why you’re burning money if Sales and Service aren’t connected
WHO WINS WITH CONNECTED SYSTEMS?
Provide your sales team with insight into
unresolved customer issues and your
service team with visibility into big deals.
said the lack of a
single customer view
led to business
problems, and 18%
believed they were
Increase customer satisfaction by answering
questions correctly the ﬁrst time.
of customers had to contact the
companies multiple times to
resolve their issues.
Improve agent productivity by connecting
agents with the right experts, knowledge,
and information to solve cases quickly.
of agents must use multiple sources
to answer questions.
Gain a consistent view of your customers
across all channels and touch points.
of customers reported having to
re-explain their issues at least once
over the course of their service
WHAT YOU DON’T KNOW CAN COST YOU
Customer Service Executives Sales + IT Executives
UNLOCK A 360° VIEW
of your customers, and unlock lost revenue.
Go to salesforce.com/service-cloud
GIVE YOUR CUSTOMERS A STREAMLINED EXPERIENCE
after they call.81%
Customers expect a seamless experience. Siloed sales and service teams are a revenue killer.
of customers said their customer service
providers could have done more to prevent
them from switching to other brands.
Customers hold all the cards,
and you need to play by their rules.
of companies analyze customer insight
across organizational boundaries
Disconnected information means