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市场调查报告书

顾客支持和CRM变化的形势

The Changing Landscape for Customer Support and CRM

出版商 Frost & Sullivan 商品编码 328269
出版日期 内容信息 英文 22 Pages
商品交期: 最快1-2个工作天内
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顾客支持和CRM变化的形势 The Changing Landscape for Customer Support and CRM
出版日期: 2015年04月08日 内容信息: 英文 22 Pages
简介

本报告提供顾客支持和CRM变化的形势调查分析、趋势与课题、业者情势、顾客支持的CRM使用案例等相关的系统性信息。

简介

CRM与支持趋势

CRM与支持的课题

摘要与建议

业者情势

  • Aptean
  • Cisco
  • eGain
  • Freshdesk
  • LogMeIn
  • Microsoft Dynamics CRM
  • KANA
  • Moxie Software
  • Oracle
  • Salesforce
  • SugarCRM
  • Support.com
  • TeamSupport
  • Zendesk

顾客支持的CRM使用案例

  • Ask.com
  • 情形
  • 反应
  • 结果
  • RBS Citizens Financial Group
  • 情形
  • 反应
  • 结果

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关于Frost&Sullivan

目录
Product Code: 9857-00-59-00-00

A Growing Need to Improve the Customer Experience Prompts Companies to Step up Customer Support

Customers are becoming more reliant on computer hardware, software, and services in their lives and work. And while customers have had to become more knowledgeable about the technologies they own, use, and access, there also have been critical changes to the customer support landscape. Meanwhile, today's customers are more anxious and demanding companies when their applications, products, and tools do not work. Solving problems for customers is therefore central to successful CRM strategies and providing a quality customer experience. But effective customer support can be expensive. Companies have to find solutions that will help not only retain customers, but ideally turn them into "raving fans", while also keeping costs down.

Table of Contents

Introduction.

CRM and Support Trends

CRM and Support Challenges

Summary and Recommendations

Vendors at a Glance

  • Aptean
  • Cisco
  • eGain
  • Freshdesk
  • LogMeIn
  • Microsoft Dynamics CRM
  • KANA
  • Moxie Software
  • Oracle
  • Salesforce
  • SugarCRM
  • Support.com
  • TeamSupport
  • Zendesk

Customer Support CRM Use Cases

  • Ask.com
  • The Situation
  • The Response
  • Results
  • RBS Citizens Financial Group
  • The Situation
  • The Response
  • Results

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The Frost & Sullivan Story

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