Customer service best practices adoption

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<title>Customer service best practices adoption</title>
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<namePart>Band, William A.</namePart>
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<namePart>Leaver, Sharyn</namePart>
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<name type="personal" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080649845">
<namePart>Rogan, Mary Ann</namePart>
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<publisher>Forrester Research</publisher>
<dateIssued>2008</dateIssued>
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<abstract displayLabel="Summary">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</abstract>
<note type="statement of responsibility">by William Band with Sharyn Leaver and Mary Ann Rogan</note>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080593483">
<topic>Servicio al cliente</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080589189">
<topic>Atención al cliente</topic>
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<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080536329">
<topic>B2B</topic>
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<topic>Empresas virtuales</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080615307">
<topic>Satisfacción del cliente</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080614126">
<topic>Fidelización de clientes</topic>
</subject>
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<topic>Métodos de evaluación</topic>
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<classification authority="">922.112</classification>
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<titleInfo>
<title>For Business process & applications professionals</title>
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<recordCreationDate encoding="marc">080916</recordCreationDate>
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