Best Practices in New-Customer Service
- Topics:
- Marketing Strategy
- Tags:
- Best Practice,
- Customer,
- Customer Relationship Management (CRM),
- Customer Service,
- Enterprise Software,
- Marketing,
- Product Marketing,
- Software
- Source:
- APQC
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Overview: New customers are a delicate client sector virtually for any organization. Because they do not have a history with the company, they have no reason to be loyal-until, through excellent service, the company gives them one. Article discusses a study commissioned by Entergy, to learn how leading organizations define excellent customer service and achieve the high levels of service to new customers that lead to their retention. The scope of the study included discovering how "best-practice" organizations: optimize new customers' experiences, elevate first impressions, improve customer interface, provide beneficial new customer services, emphasize a focus on the customer, and follow up with new customers within six months to one year. The foundation of any successful customer service organization is the empowered customer service agent. Management in the best-practice organizations recognizes that external customer satisfaction requires granting power to those internal company representatives who serve as the critical link between the company and the customer.
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Format: HTML | Date: Jan 2003 | Pages: 1
