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Creating the WOW Customer Experience: Delivering Support Capabilities to Exceed Expectations
Thursday, September 25, 2008
Can you remember a time without the Internet? Remember when cell phones were the size and weight of a brick – and only a few people could afford one?
The current generations of young managers and executives grew up with high-tech, and the up and coming generation of workers (management of tomorrow!) can’t remember life before text messaging, blogging, Wikipedia, MySpace, FaceBook and YouTube
These customers expect instant gratification and open interaction. That means:
- Knowledge-enabled self-service
- Interactive support options including forums
- No phone queues and cumbersome touch-tone menus
- Expert sales and support agents
Register Today
Find the Big Pay-Off in Customer Service using CRM
On Demand Web Seminar
“The customer experience is arguably the last remaining differentiator between service providers,” says Sheryl Kingstone, Director of Enterprise Research at Yankee Group. “Service providers today see the value in investments to better their customer experience, but many lack the holistic vision necessary to determine what this experience needs to be and an effective strategy to address both systems and business processes to assure a successful, low-risk transformation.”
Despite costly CRM and service tool implementations, many companies wonder why their customer satisfaction ratings are barely rising. In fact, research shows only a 2 percent rise in customer satisfaction across industries. After all of the expenses, where’s the pay-off?
Join us as we talk with well-known CRM industry analyst, Sheryl Kingstone of Yankee Group, about common mistakes companies are making in their struggle to improve their customer service through technology.
Sheryl will discuss:
- A big-picture take on the difference between customer service and customer experience.
- The disconnect between business process improvement and the customer experience.
- Top obstacles for companies to overcome in order to transcend customer service and manage the customer experience
Investing in Customer Service during Economic Uncertainty - Where to Place Your Bets
Thursday, April 24, 2008
Hear Rob Bois, research director of customer management strategies at AMR Research, as he presents lessons learned and the top investments to consider for customer service stability, and even growth, amidst market uncertainty. Rob is joined by Tom Millay, general manager of Consona CRM, who will present on how Consona CRM can help you weather potential economic storms while not compromising your long-term business plans.
In this netcast you'll hear:
- What we can learn from past investment choices
- The top five investments to maintain customer service stability
- Smart service strategies using Consona CRM solutions
- How to increase customer loyalty while reducing over-all service investment
How to Drive New Revenue with Marketing Automation
Wednesday, September 5, 2007
Marketing organizations are facing new challenges to get their message out and produce a better return on their efforts. In this Netcast, Rob Bois, research director of customer management strategies for AMR Research, presents findings on how the landscape of marketing has changed and how marketing automation is becoming key to overcoming the challenges faced. Rob is joined by Ray Rebello, director of product marketing for Consona Corporation and Bethanne Lamb, product manager for the Onyx solution, to provide you with a preview of Million Handshakes, a world-class dialogue marketing application which can work with your CRM solution to easily overcome the marketplace challenges via its simple, yet powerful, interface to create intelligent, personalized marketing campaigns.
Click here to watch the archived presentation.
info@onyx.com
Copyright © 2008 Onyx Software, a Consona CRM solution.