For Business Process & Applications Professionals

Primary Analyst Photo	Document Information	Rate this Document
	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: 8  (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

Buy Risk-Free

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.