Bob Thompson, the guru behind CRMGuru.com, recently
collaborated with RightNow Technologies to define the
top strategies for customer service success. The
following is a preview of the resulting white paper.
Global competition is ferocious. Companies must work
harder than ever before to gain and keep customers, and
to do so at a competitive cost. Welcome to the age of
Business strategy guru Michael Porter pointed out in a
Fast Company interview: "It's incredibly arrogant for a
company to believe it can deliver the same sort of
product that its rivals do and actually do better for
very long. That's especially true today, when the flow
of information and capital is incredibly fast."
Savvy executives have long realized the importance of
service in building customer loyalty, the fuel for
long-term profitable growth. Now customers are
increasingly expecting service to be available anytime,
anywhere. As Internet consultant and noted author Jim
Sterne says, "The genie's out of the bottle. I call it
Customer Expectation Inflation and the Demand Dilemma.
Customers simply demand better service, on the Web and
in stores, and that's how it is."
Internet-based customer service, or eService, enables
smart businesses to improve service levels and increase
loyalty, while saving money. Companies large and small
are adopting innovative Internet-based technologies such
as Web self-help, email response, live chat, and Voice
over IP. But technology is only part of the puzzle. To
enhance your odds for success, define business objectives
and expected returns before buying a solution, plan the
eService implementation thoroughly, and prepare to
improve it constantly with ongoing customer feedback.
Wielded correctly, eService is a powerful weapon in
today's business jungle. It's your job to determine what
service customers want, how they want it, and how you're
going to deliver it. Before your competition beats you
to the punch.
To continue reading, download your copy of this newly
published white paper now. You'll learn about the key
strategies for eService success and how to maximize all
the available technologies.
About RightNow Technologies:
RightNow Technologies makes it very easy for businesses
to provide exceptional customer service on the Web.
Companies that use software from RightNow enjoy reduced
support loads, higher customer retention, increased
support capacity, and a quick return on investment. The
RightNow eService Center includes Web self-service,
email management, live chat, customer surveys, and a
dealer locator to make Web sites a valuable resource for
existing and potential customers.
RightNow customers include AAA Carolinas, Air New Zealand,
Ben & Jerry's, British Airways, Fujitsu, Maxtor, Nortel,
Orbitz, Ping Golf, Remington, Sanyo, Social Security
Administration, Sprint, and more than 1,100 other
organizations in a wide range of vertical markets.
Founded in 1995, RightNow has offices in Bozeman, Dallas,
London, and Sydney, and an associated office in Tokyo.
RightNow's products are available in 15 languages worldwide.