Posts Tagged ‘customer’
October 19th, 2011 | 
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The value of Facebook as a marketing communications tool is now indisputable. Brands are beginning to increase their advertising investment in the platform, some as much as 10 times of last years spending. Additionally, companies are focusing more effort on engaging with their Facebook fan base through constant communication and highly interactive content. At the same time, many other brands are struggling not only with bringing their customer base into the Facebook ecosystem, but also with engaging those fans once they “like” the brand.
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Three Reasons Your Brand Doesn’t Have More Facebook Fans
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The attainment of revenue from service continues to be a major goal for service organizations in 2011. A poll of Chief Service Officers (CSOs) in Aberdeen’s State of Service Management research (September 2010) found that 43% of service leaders identified revenue growth as the key goal for their businesses in 2011. Subsequent function-specific polling in 2011 around field service, the contact center and service parts, as well industry-specific polling around Hi-Tech and Medical Device organizations confirms the strategic focus on revenue from the service side of the business.
This document will highlight key trends in the pursuit of service revenue and document practices relied upon by leading service organizations (defined in the sidebar) to capitalize on the goodwill and loyalty of their customer base. |
Excerpt from:
Service Revenue: The State of the Market
Twitter is one of the most powerful social networks for your business. Why? Because it is a relationship building and maintenance tool. In this practical, how-to eBook you’ll learn specifically how to twitter for marketing, PR and customer service. You will learn how to use Twitter to: Develop and promote your brand Interact with your customer base Track what people are saying about your company and brand Create buzz around upcoming events Help individual employees act as liaisons to the public Promote other content you’ve created, including webinars, blog posts or podcasts Develop direct relationships with bloggers and journalists for potential PR placement Request Free!
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How to Use Twitter for Business: A Beginner’s Guide
Posted in Ebooks and Book Excerpts | 
Tags: business, customer, request-free, upcoming-events | 
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Too many enterprises communicate with customers using antiquated approaches. After all, smart devices, pervasive video, and social media have given new power to customers and citizens — allowing them to interact easily with customer service agents, pass information electronically, and complete business transactions on the run. In organizations with archaic approaches, stymied internal staff are not yet equipped or trained to communicate and support customers in these new ways. They wonder why their company is still wedded to paper, faxes, and static information exchange. Business process pros can help the business reinvent its customer communication processes and position IT to move from traditional batch communications to on-demand Document output for Customer Communications Management (DoCCM) that extracts, formats, and delivers content from enterprise apps and transaction systems to customers over multiple channels. |
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Empower Customers And iWorkers With On-Demand Customer Communications
Posted in Sales & Marketing |
Tags: business, customer, enterprise-apps, Management, request-free |
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A vendor with a knowledge base module for sale is telling you that they think knowledge is an extra, a side dish to the CRM main course. Nothing could be further from the truth. Knowledge management must be the core of any successful customer service and support deployment, not an add-on module. Knowledge is power, but only when it is deeply integrated into the customer experience, the agent experience and the enabling technology.
This white paper explores the astonishing power of knowledge to support every customer service channel, speed problem resolution and drive a better customer experience for high-tech and telecom service and support operations. |
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High-Tech and Telecom Customer Service and Support: Knowledge Management is NOT an Add-on!
Posted in Sales & Marketing |
Tags: astonishing, customer, from-the-truth, request-free, white |
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Find out how Top Performers use Customer Feedback Management:
Brands have forever been bombarded with consumer complaints, requests, and suggestions for improvement. The voice of the customer can, at times, be deafening. Yet, in the past, many companies chose to tune much of it out, using the corporate equivalent of noise-cancelling headphones. This can no longer be the case, however, given the age that we live in. Indeed, companies today need to not only pay close attention to customer feedback, but to actively solicit it on an ongoing basis across all customer touch points, all parts of the company, and all stages of the customer relationship lifecycle. What’s inside?
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Customer Feedback Management Best Practices Benchmark Report