How Customer Support Organizations Must Evolve

10,265 views

Published on

Customers are quickly connecting to each other, impacting support, marketing, and product development. Support must evolve.

Published in: Business, Education
0 Comments
15 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
10,265
On SlideShare
0
From Embeds
0
Number of Embeds
4,774
Actions
Shares
0
Downloads
210
Comments
0
Likes
15
Embeds 0
No embeds

No notes for slide
  • A few comments:
  • How Customer Support Organizations Must Evolve

    1. Evolution of Customer Support<br />Jeremiah Owyang<br />Partner, Customer Strategy<br />September 9, 2009<br />
    2. Theme<br />Customers are quickly connecting to each other, impacting support, marketing, and product development. Support must evolve.<br />
    3. How Customer Support Organizations Must Evolve:<br />Go Beyond the Official Support Domain <br />Become A Strategic Asset to Marketing <br />Influence Product Development<br />Let Go and Allow Customers to Self-Support Each Other<br />Become Proactive, Not Reactive<br />Anticipate, And Move Beyond Real-Time<br />3<br />
    4. Evolution of Customer Support<br />4<br />
    5. Get Actionable: <br />Measure based on Value --Not as a Cost Center<br />Develop An Internal Marketing Plan<br />Enhance Your Existing Processes<br />Conduct Internal Training --and Fire Drills<br />Expand CRM and Customer Systems To Connect to Social Web<br />5<br />
    6. Learn more: <br />Read the Full Blog Post: How Customer Support Organizations Must Evolve<br />http://www.web-strategist.com/blog/2009/09/09/how-customer-support-organizations-must-evolve/<br />6<br />
    7. Thank you<br />Jeremiah Owyang<br />Partner, Customer Strategy<br />Altimeter Group<br />jeremiah@altimetergroup.com<br />Twitter: @jowyang<br />7<br />

    ×