Every successful company depends on acquiring and more importantly retaining customers.
Customer disloyalty, increased competition and falling margins mean that every single customer can make a difference to the bottom-line, if the relationship is managed profitably.This new business paradigm places stress on every aspect of a company's business model, forcing companies to examine performance in areas such as technology platforms, online brand management and CRM implementation.
With customer acquisition costs being so high, it becomes imperative that companies seek to differentiate themselves by demonstrating a commitment to product and service fulfilment and ease of service.Best Practice - Online Customer Service uses case studies of the leading companies to enable you to understand the customer service requirements of your target audience and formulate strategies that aim to not only attract but retain their business.We have the answers for you:
• What are the critical success factors in ensuring excellence in customer service?
• How will the changing tolerance of poor customer service impact potential future revenues?
• What are the advantages and disadvantages of outsourcing the customer service function?
• What are the links between fulfilment and customer retention?
• What barriers do pure-plays face in building and maintaining customer loyalty compared to traditional bricks and clicks?
• What new technology platforms are most suitable for implementing successful customer service systems?