These are goals every salesperson has when meeting with a client or prospect. A no-brainer, right? Unfortunately, the vast majority of sales meetings do not meet prospect expectations. And unproductive meetings are a waste of both the client’s and the rep’s time.
With a history that extends over 125 years, Getronics is a leading information and communications technology (ICT) services group that employs approximately 4,000 people in 13 countries worldwide. Their complete portfolio of integrated ICT services for large enterprise and public sector markets helps them lead the Getronics Workspace Alliance, which provides customers with a consistent
join.me by LogMeIn provides conferencing services to support presentations, sales demos, and online collaboration use cases. By speaking with join.me customers, Nucleus found that the ease of use for end users and administrators led to increased adoption, improved business productivity, and IT efficiencies. Also, join.me’s low pricing relative to functionality resulted in significant cost savings.
For companies that sell products or services that require technical support, the support customers receive might be the only personal experience they can use to gauge their satisfaction with an organization. Since, for many of these organizations, customer satisfaction directly affects revenue, measuring customers’ satisfaction with the service experience and the services provided is extremely
The role of customer service is one that is valued and well understood by many organizations. However, making the leap from correlating customer service activities with overall performance results to investing in strategies that deliver top-notch results is increasingly becoming a key differentiator. Top performing businesses have long understood the financial ramifications of a satisfied
In Aberdeen’s Trends in Customer Service 2012: Multi-Channel Edition (November 2012), only 39% of organizations reported that they had been able to drive improvements in customer satisfaction over the previous 12 months. An even lower percentage indicated success in enabling higher rates of loyalty and retention. This is not a recipe for success. Service is
Within today’s competitive environment, where customers are more empowered than ever, organizations are looking to differentiate themselves from the competition and reduce customer churn through improvements in customer satisfaction. A recent Forrester survey found that 86 percent of decision-makers rank their customers’ experience as one of the top strategic priorities, and that 68 percent want
Today’s customer support and IT service organizations are charged with supporting ever-more complex environments that include multiple channels of communication to a seemingly limitless number of devices and systems—all while keeping support costs down. To meet these conflicting demands, service organizations are turning to remote support solutions. But as these remote support systems grow in
Customer service has evolved from a reactive activity viewed largely as a cost center-based tactical necessity, to a proactive management task that can in many ways set a company apart from the competition. At the same time, the channels by which customers receive support are growing and fragmenting very rapidly. The telephone is still the
The e-tailing group has had the good fortune to have monitored chat over the past 5 years where our views on this technology have been shaped by real chats with real retailers and consumer research that we have conducted jointly with BoldChat as they have taken a leadership role through their annual Live Chat Effectiveness