Service and support is finding a safe, reliable, and comfortable home on the Cloud – social channels were born there, and forums and communities for peer support have never been on premise. Now we see why high-value apps like knowledge management and response management fit so well there too. Besides the obvious infrastructure savings, the Cloud offers plenty of upside.
This on-demand webcast hosted by Patricia Seybold Group analyst Mitch Kramer answers these questions and more:
Where are leading companies recognizing the most ROI?
How are these organizations using the cloud to maximize the customer experience?
How does the Cloud affect best practices, such as KCS?
See how this IT solution provider is developing a largely mobile workforce, making decisions in real-time, and ensuring the right people are assigned to the right opportunities.
Tommy Hilfiger is keeping its sensitive data theft-proof, and is able to remotely wipe a stolen device in seconds – with their mobile device management and security software.
This white paper asserts that live chat is the next step in online member services, and a competitive necessity: driving conversions, cutting costs and boosting satisfaction scores.
This white paper demonstrates how innovation success starts with linking existing Customer and Partner Relationship Management (CRM/PRM) software to product innovation processes, supported by an integrated product innovation management system to provide “360 Degrees of Insight”. This white paper also provides insight into:
The benefits of integrating CRM/PRM-based idea capture with product innovation management processes
Why even the most successful companies fall short when it comes to customer communication
The business impacts of status quo product planning and management
How selecting the right product innovation software tool is critical to the success of bringing idea to product
How Oracle CRM and Accept have bridged the gap in the VoC process
You will learn how to increase customer retention, sales and support organization contribution to product strategy, and keep product requirements and roadmaps aligned with evolving market demands.