Centro de Documentacion de Fundación MAPFRE - Customer service best practices adoption

MAP20080025090

Customer service best practices adoption / by William Band with Sharyn Leaver and Mary Ann Rogan. — Cambridge : Forrester Research, 2008

(For Business process & applications professionals)

Sumario: The authors surveyed 58 business and technology decision-makers and influencers to discover their strengths and weaknesses compared to 18 customer services best practices capabilities. We found that dopting customer service best practices is a major challenge for both B2B and B2C organizations. In fact, more than one-third of those surveyed evaluate their use of customer service practices as poor-below average. Specific problem areas include poor phone agent support, poor customer service knowledge bases, weak self-service to live agent transition, inability to handle email, and poor support for customer forums. Any one of these deficiencies will damage the customer experience, reducing satisfaction and eroding loyalty

1. Servicio al cliente . 2. Atención al cliente . 3. B2B . 4. Empresas virtuales . 5. Satisfacción del cliente . 6. Fidelización de clientes . 7. Métodos de evaluación . I. Leaver, Sharyn . II. Rogan, Mary Ann . III. Forrester . IV. For Business process & applications professionals . V. Title.