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New CustomerSat White Paper Describes Advanced Techniques for Saving At-Risk Customers and Growing Revenue
Survey Action Management Combines Real-time Customer Intelligence, Automated Business Rules, and Online Collaboration
Mountain View, CA – December 3, 2003 – CustomerSat,
Inc., the leader in real-time feedback analytics and intelligence,
today released the white paper Saving At-Risk Customers
and Revenue through Survey Action Management .
The white paper describes state-of-the-art best practices
that enable enterprises to most effectively save at-risk customers
and grow recurring revenue.
Action Management, the systematic response and follow-up
to survey feedback, integrates three advanced technologies:
- Real-time
customer intelligence which
delivers, through secure online portals and interactive
dashboards, graphical survey results, open-ended (verbatim)
comments, and tools to analyze and integrate both
- Automated
business rules that determine which customers and
survey responses generate alerts and cases and to whom they
are assigned, based on satisfaction scores, customers' purchases,
and other metrics
- Online collaboration
facilities that enable team
members to share knowledge, monitor case progress, and expedite
case resolution and closure.
The comprehensive, informative white paper was compiled by
CustomerSat's in-house customer loyalty experts and based
on decades of experience implementing Fortune 500 customer
feedback systems. The white paper covers such topics as:
- How to set up
business rules to drive both strategic and tactical actions
throughout the enterprise
- How tactical
and strategic customer concerns reported in survey feedback
need to be handled differently
- How to
incorporate Customer Lifetime Value (CLV) in business rules
- How cases
opened in response to customer feedback advance larger corporate
initiatives
- How online
collaboration and virtual teams expedite case resolution
and closure
“Use of these advanced best practices, some of which have
never been published before, will not only save at-risk customers,
but will raise the satisfaction and lifetime value of all
customers,” said John Chisholm, Chairman & CEO, CustomerSat.
The white paper can be downloaded from the Resource Center
on the CustomerSat web site. Go to www.CustomerSat.com
and click on “Resources” (free registration required).
About CustomerSat, Inc.
CustomerSat is the leading provider of enterprise solutions
for measuring, analyzing, and managing enterprise-wide action
responding to real-time customer feedback. With advanced technologies
and proven market research techniques, CustomerSat solutions
have helped companies such as AMD, Ariba, BellSouth, Canon,
Honeywell, Salesforce.com, VeriSign, and WebEx take timely
action to address customer opportunities and concerns and
build high customer retention and profitability. CustomerSat
is headquartered in Mountain View, California. For
news, product demos, and other company information, visit
www.CustomerSat.com
or call 1.800.372.7772.
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