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The Changing Landscape for Customer Support and CRM

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

  • Research Code : 9857-00-59-00-00
  • SKU : IT00163-NA-MR_01157
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  • Release Date : 08-Apr-2015
  • Region : North America
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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, todays 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.
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