The document discusses the importance of superior customer service in fostering loyalty and increasing repurchase probabilities, supported by Forrester research. It outlines key trends in customer service, including the rise of real-time methods and self-service tools, as well as the benefits of CRM in enhancing customer service efficiency. Additionally, it provides case studies demonstrating successful implementations of CRM solutions to improve client support and communication.

1. Navigating Roadblocks with CRM:
Building Loyalty through
Customer Service

2. Speakers
Neal Cranna Will Leung John Easton
Director, Marketing Solutions Consultant Director, Product Management

3. Customer Service
“Customers demand superior service and support as the price for
their ongoing loyalty and patronage.”
“Forrester’s research repeatedly confirms that good customer
service experiences boost repurchase probability and long-term
loyalty.”
Source: The Forrester Wave™: CRM Suites Customer Service Solutions, Q3 2010

4. Age of the Customer

5. Key Trends in
Customer 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 capabilities
Source: The Forrester Wave™: CRM Suites Customer Service Solutions, Q3 2010

6. Benefits of CRM for
Customer 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. Will Leung
Solutions 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.
MaximizerCRMCentral.com | Where There’s a Will, There’s a Way

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. 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. 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. John Easton
Director, 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. Assign or Escalate Case

13. Case Monitoring

14. Dashboards

15. Knowledge Base

17. THANK YOU
For all your Sales & Services needs:
 Contact your Account Manager or local
Maximizer Business Partner in your area
 Email: sales@maximizer.com
 Phone: 1-800-804-6299