High-Tech – Satisfy and Retain customers

The high-technology world is highly competitive, with continuing price pressures and a proliferation of new products to tempt customers. At the same time, there is a drive to keep costs down, while still building better relationships with customers. One approach has been to outsource for manufacturing and customer service, although there has been somewhat of a backlash against call centers that employ agents who may be difficult to understand and who don’t seemingly have the product knowledge to do the job well.

There are other trends that speak to a weakening link between supplier and customer. One is the growth of IT infrastructure as a service, making it easier for the customer to go with another vendor because the cost/risk of switching has been dramatically reduced. Another is the pressure on software companies to use open-source technology in order to stay competitive, thereby also reducing their hold on customers. How does a company ensure a loyal customer base? It needs to have all relevant operational and financial data immediately available, as well as in-depth customer intelligence, so that it can fix problems and respond aggressively to opportunities.

CustomerImpact Solution Enables:

• Information about customer usage of and attitudes towards current products by region and customer segment
• Information about customer experiences at every touchpoint by region and customer segment
• Information about customers’ desired new features
• Reports on problem resolution, including information on time to resolution, number of calls to resolve, customer satisfaction with quality and speed of resolution—by call center, product/service
• Identification of drivers of customer satisfaction and loyalty

Benefits

  Improved Performance Management

• Better alignment of decisions, actions, and investments with strategies
• Timely access by all decision-makers to enterprise’s state of health through dashboards
• Immediate receipt of alerts when measures fall outside the acceptable range
• Greater ability to compete successfully against competitors, based on knowledge of their strengths and weaknesses
• Analysis of staff performance and incentive plans
• Training of staff to address weaknesses in how they serve customers

 Satisfying and retaining customers

• Improved customer loyalty from enhancing current and delivering new products that match customer wants and needs
• Improved customer loyalty from handling their questions and problems quickly, accurately, and professionally
• Ability to anticipate and respond to service needs
• Ability to identify at-risk customers while there is still time to save them 

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