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市場調查報告書

顧客支援和CRM變化的形勢

The Changing Landscape for Customer Support and CRM

出版商 Frost & Sullivan 商品編碼 328269
出版日期 內容資訊 英文 22 Pages
商品交期: 最快1-2個工作天內
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顧客支援和CRM變化的形勢 The Changing Landscape for Customer Support and CRM
出版日期: 2015年04月08日 內容資訊: 英文 22 Pages
簡介

本報告提供顧客支援和CRM變化的形勢調查分析、趨勢與課題、業者情勢、顧客支援的CRM使用案例等相關的系統性資訊。

簡介

CRM與支援趨勢

CRM與支援的課題

摘要與建議

業者情勢

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

顧客支援的CRM使用案例

  • Ask.com
  • 情形
  • 反應
  • 結果
  • RBS Citizens Financial Group
  • 情形
  • 反應
  • 結果

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關於Frost&Sullivan

目錄
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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