A Quick Guide to Modernizing Customer Service

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Businesses have adopted CRM systems to capture customer contact information, track customer issues, and nurture customer relationships. However, it’s not a panacea. According to a Forrester survey, 80% of businesses believe they deliver a superior customer experience, but only 8% of their customers agree. It’s time to go beyond customer relationship management (CRM) and to consider a more holistic approach to customer service management.

This paper explores how to redefine the fundamentals of customer service by bringing together people, workflows, and systems to proactively resolve issues and optimize the service experience.

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Date: 26 September 2016, 17:45 pm   |   Provider: ServiceNow, Inc.   |   Size: 467 KB   |   Language: English
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