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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

Average:
(1 rating)

This is an excerpt

Executive Summary

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.

TABLE OF CONTENTS

  • Without Focus, Customer Service Initiatives Falter
  • Six Key Capabilities To Create Captivating Customer Service Experiences
  • Creating Consensus To Improve Customer Service
  • Take Action Now

RECOMMENDATIONS

  • How To Capitalize On The Customer Service Innovation Framework
  • Supplemental Material
  • Related Research Documents

This is an excerpt

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