January 13, 2009
Forrester's Customer Service Innovation Framework And Self-Assessment
Use Our Assessment To Improve The Customer Experience And Get Quick Wins
by Natalie L. Petouhoff, Ph.D.
with William Band, Chip Gliedman, Sharyn Leaver, Andrew Magarie
Executive Summary (This is a document excerpt)
Customer service disappointments are often a result of poor strategy. Forrester's Customer Service Innovation Framework provides you with 150 best practice capabilities — organized into six categories — that drive customer retention, loyalty, reduced costs, and increased revenue. The self-assessment tool allows you to compare your company against best practices and identify which initiatives are mission critical. Both this document and the self-assessment tool will help you to gain executive buy-in, build stakeholder consensus, hire better agents, and select the right technologies for loyalty creating customer experiences.
Buy Risk-Free
Download and print PDF immediately. Price: US $499
Our Money-Back Guarantee: If you are not completely satisfied, return it for a full refund within three weeks of your online purchase.
Already a Forrester Client?
Log in to read this document.
TABLE OF CONTENTS |
NOTES & RESOURCES |
|---|---|
RECOMMENDATIONS
| Forrester's Customer Service Innovation Framework is based on a synthesis of thousands of interactions with business, customer service, and IT professionals, as well as executives from companies and vendors. To assess your organization, use Forrester's FastForward Customer Service Innovation Capabilities Self-Assessment. This online diagnostic is an invaluable tool to learn where your company stacks up against 150 customer service best practice capabilities. Related Research Documents
January 9, 2009
August 24, 2007 |
Without Focus, Customer Service Initiatives Falter 
Align Customer Service Strategy Find Documents In Related CategoriesThis document falls under the following categories. Click on a link below to find similar documents. |
 |
 |
 |
Ratings and Comments
Rating:
  out of 10based on 1 ratings across all roles. |
||
 |
 |
 |
