Why Read This
Organizations strive to differentiate themselves by delivering an outstanding customer service experience. However, customer expectations are rising dramatically. Customers today are increasingly online; demand contextual, personalized service from every interaction; and have embraced the power of their complaints. This report summarizes the top trends that business process pros supporting customer service organizations must embrace in 2011 to deliver breakthrough online customer service.
Tags: Customer Experience Management, Customer Relationship Management (CRM), Customer Service & Support, eCommerce, Mobile Web, Multichannel Customer Experience, Multichannel Selling Strategies, Packaged Applications, Social Computing, Social CRM, Web 2.0