Dovetail Software

Corporate Blog

Browse by Tags

All Tags » customer service & support

Customer Service and Support and The Bottom Line, Part 2

Could research from 1990 found in "The Value Creation Process in Customer Relationship Management" (PDF ) still hold true despite the radical change the Internet has forced upon enterprises? Last week we pondered whether a 5% increase in customer retention can amount to a 35-95% increase in profit, as claimed by Prof. Adrian Payne of the Cranfield School of Management.

And the answer would be yes, yes, and a thousand times more so now that the Internet has given consumers a very public, very searchable place to vent their frustrations.
read more
Permalink: Wednesday, August 13, 2008 4:27 PM
Posted by Dovetail Software | 0 Comments
Filed under customer service & support
Dovetail Links 2008-08-09

Unified Communications: Lifeblood of the Contact Center....Message for Electronics Retailers: Customer Service Sells....Believe in Business Rules (I Do)....Disorganized Data Is Big Problem for Many Organizations....Does IT Matter (or How Agile is Changing What IT Means)

read more
Permalink: Saturday, August 09, 2008 2:31 PM
Posted by Dovetail Software | 0 Comments
Filed under business rules, customer service & support, data, IT, unified communications
Customer Service and Support and The Bottom Line, Part 1

Good customer service and support is always important, but it's an absolute necessity during a recession as consumers simultaneously demand more value and pinch those pennies. But,

"Did you know that if you keep 5% more of your customers, you will make 35-95% more profit? Those were the findings of a Harvard researcher when he investigated the financial impact of keeping customers around. [...] The equation is simple: make us stick around (usually by making us happier) and we'll make you more money. Cut out support, services, make it difficult to talk to you, etc, and while you might save in the short, you'll lose in the long-term."
read more
Permalink: Friday, August 08, 2008 9:55 AM
Posted by Dovetail Software | 0 Comments
Filed under customer retention, customer service & support, profit
Dovetail Links 2008-08-01

Customer Feedback: Mind if I Ask You a Few Questions?....Customer Service: 10 Ways to Lose Customers and Alienate People....Enterprise Service Busted?....How to use ESBs for SOA....Making Sense of Analytical Applications

read more
Permalink: Friday, August 01, 2008 4:53 PM
Posted by Dovetail Software | 0 Comments
Filed under customer service & support, ESB, soa
Pulp Friction: Meet "The Wolf" of Customer Service and Support

If your company was listed as the worst in customer service by the American Customer Satisfaction Index (PDF) AND it was ranked the third worst in MSNBC's 2007 Customer Service Hall of Shame AND it made the list again in 2008 as the second worst, what could you possibly do to turn your company around again? And if the public perception of your customer service was so negative that when an fed up, 76 year-old, retired secretary tears apart one of your offices with a claw hammer and she's heralded nationwide as a "hero" (WaPo), and even inspired a fan club, would you:

(a) crawl under your desk and cry
(b) commit seppuku
(c) Hire 15,000 customer-facing employees, including a digital care manager who trolls the Net for upset customers fifteen hours a day?
read more
Permalink: Monday, July 28, 2008 9:49 AM
Posted by Dovetail Software | 0 Comments
Filed under customer service & support
Dovetail Links 2008-07-04

The Call Center Cha-Cha....How Come Enterprises Don't Ask Their Software Vendors for Bug-fix Only Releases?....Not Really News: Cable, Satellite Customer Service Stinks....The #1 Reason IT Often Fails to Deliver Value....Sprint's World Of Pain
read more
Permalink: Friday, July 04, 2008 5:28 PM
Posted by Dovetail Software | 0 Comments
Filed under call centers, customer service & support, IT
Customers "Going Time Warner" akin to "Going Postal"

When customers are on the receiving end of bad service, it's basic human nature for them to tell at least ten of their friends. In fact, it's good for your mental health to vent your pent-up frustrations and it's also good for the economic health of those companies that listen and act upon these complaints. While it's a given that companies that fail to listen will lose customers, what happens when a customer bottles up all his anger and fails to complain?

This guy allegedly kidnapped a cable repairman and held him hostage till his cable was fixed. And then there's this 76 yr-old church-going secretary who waited two hours to talk to a manager, then came back with a hammer and in her words,

"I smashed a keyboard, knocked over a monitor ... and I went to hit the telephone. I figured, 'Hey, my telephone is screwed up, so is yours.'"
read more
Permalink: Thursday, June 26, 2008 3:05 PM
Posted by Dovetail Software | 0 Comments
Filed under customer service & support
Common Sense Customer Service and Support

It's common sense that during tough economic times the smarter enterprises redouble their customer service and support efforts -- or so you would think. Customer service, it's sad to say, is not a priority for most businesses, according to new research out of the U.K. The Ken Blanchard Companies found that even though good customer service is an essential competitive advantage in a downturn, only 10% of businesses reported customer service as important challenge in 2008 and, "only 38% recognized it as any kind of priority at all."
read more
Permalink: Thursday, June 19, 2008 10:19 AM
Posted by Dovetail Software | 0 Comments
Filed under customer service & support, forgotten space, surveys
Dovetail Links 2008-06-18

CRM and the Enterprise 2.0 Challenge....True Enterprise Architecture....Customer Satisfaction Is Needed To Maintain Trust....Mobile CRM: Beyond the BlackBerry....Six Support Issues That Keep Execs Awake at Night

read more
Permalink: Wednesday, June 18, 2008 1:24 PM
Posted by Dovetail Software | 0 Comments
Filed under CRM, customer service & support, enterpise2.0, Enterprise architecture, mobile CRM
Dovetail Links 2008-06-13

Cutting Through the Business-Critical Information Fog "Organizations are benefiting from increasingly employing analytics and business intelligence tools, which rapidly update decision makers on issues and how they impact a company's overall compliance or risk activities." ....The Mainframe is Not Evil, But COBOL is.. "Large enterprises love their mainframes but wrongly assume that they still need to keep COBOL on life support. Haven't they realized that they can continue maintaining their enterprise applications by extending their functionality by leveraging Java? Java has a special co-processor that makes it run lightning fast on the mainframe and enterprises who aren't using this technology are just dumb."

read more
Permalink: Friday, June 13, 2008 8:18 AM
Posted by Dovetail Software | 0 Comments
Filed under Business Intelligence, COBOL, customer service & support, enterprise architect, JAVA, soa

Dovetail Software Blogs

The Voice of Customer Service and Support in CRM

Favorite Posts

Archives

Syndication

Blog Roll

Browse by Tags