By: Dan Koroscil – Sage Software
SBD Service organizations are continuing to evolve from measuring satisfaction to measuring loyalty and managing the total customer experience. This is especially true in the SMB marketplace, where technology companies are targeting their efforts to drive revenue growth. Dan Koroscil, Director, Customer Service and Support of Sage Software’s small business division will discuss how Sage Software is evolving their customer experience management programs to drive customer loyalty in the fiercely competitive SMB marketplace. Specifically, what are some of the strategies and tactics that can be employed to create a “cult of the customer.”
- Organizational aspirations – what is and what should be
- An intra-functional approach to achieving customer intimacy – it’s all of us
- Blurring the lines between customer facing groups – knocking down walls for customers
- Customer Support vs. Technical Support – what’s the big difference?