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	August 14, 2009 Case Study: ACT! By Sage Uses Social Media To Transform The Customer Experience Best Practices In Customer Service Social Media by Natalie L. Petouhoff, Ph.D. with William Band, Andrew Magarie	Average: 9  (1 rating)

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Executive Summary

Sage North America, a leading provider of customer relationship and contact management software to small- and medium-sized businesses, faced the twin challenges of unhappy customers and a sinking economy. One specific brand, ACT! by Sage, was tasked to reinvent its software to gain and retain market share to repower the company's revenue growth. To solve this problem, ACT! turned to the use of social media through launching the ACT! by Sage Community. As the brand began this initiative, it put its focus on improving the customer experience. The online customer service community provides Sage executives with a dynamic view into customer issues. The two-way conversation between executives and customers led to the rearchitecting of the design of the customer experience based on voice-of-the-customer (VOC) data generated through the community. The community was instrumental in a 15-point increase in the company's Net Promoter Score (NPS), customer service and Web self-service was enhanced, and product development is now driven by the voice of the customer.

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