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SEARCHCRM.COM This Week - November 05, 2007
A newsletter from TechTarget
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IN THIS ISSUE:
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> From the Editor: Help yourself with self service
> Ask the Experts: Customer experience management
> Learning Center: Evaluating customer self-service technology
> Site Highlights: Ask The Experts: Customer experience management
> Webcasts: Advanced Reports and Dashboards for Salesforce.com
> More From SearchCRM: Click-to-callback and Web self-service
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FROM THE EDITOR
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Help yourself -- and your customers -- with self service
by Lauren Hoyt - lhoyt@techtarget.com
It's hard to deny the potential benefits of self-service technology.
The more customers help themselves and stop calling or visiting you,
the less you spend taking orders, answering questions or sending out
bills. Answering a question costs anywhere from four to 40 times less
online than in the call center or via a help desk, depending on the
source. In fact, reducing the number of calls (or emails or visits)
and the subsequent savings are a core benefit in service and support
applications.
Companies that do not invest in self-service are missing an
opportunity to reduce operating expenses and provide a satisfying and
branded customer experience, according to call center expert Donna
Fluss.
Yet, the telephone remains the overwhelmingly preferred channel. In a
report released in February, The Yankee Group estimated that live
telephone conversations still account for 77% of customers' access to
enterprise information, 13% is handled entirely by interactive voice
response (IVR) systems, 4% is via online self service and 4% is via
email, with the remaining 2% agent-assisted Web chat.
http://go.techtarget.com/r/2513628/6276287
There are a few reasons why. As Fluss pointed out in a column earlier
this year, many organizations haven't invested the effort and
resources necessary to deliver a satisfying self-service application.
At the same time, some customers will always prefer to speak to a
live person rather than submitting inquiries or finding information
online.
http://go.techtarget.com/r/2513629/6276287
This month, the editors of SearchCRM.com are turning our attention to
self-service technology, and we have new resources to help you learn
more about self-service and decide whether it is the right choice for
your organization.
If you'd like to brush up on "self-service speak," we've defined some
of the terms commonly-used in conjunction with self-service
technology in our latest collection of buzzwords.
http://go.techtarget.com/r/2513630/6276287
Our latest special report features five of our most popular news
articles on self-service. It provides an overview of the self-service
market, covers how the technology is changing customer service and
reveals how some forward-thinking companies are using self-service.
http://go.techtarget.com/r/2513632/6276287
Are you using self-service technology? If not, are you evaluating it
for the future? Why or why not? Write to lhoyt@techtarget.com and let
us know.
Until next time,
Lauren
lhoyt@techtarget.com
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ASK THE EXPERT
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Customer experience management
http://go.techtarget.com/r/2513635/6276287
Lior Arussy is an author and consultant who is passionate about
creating delightful customer experiences and executing profitable
customer strategies. He is ready to help you design a strategy for
treating customers right and keeping them loyal year after year.
Choosing call center technology for a better customer experience
http://go.techtarget.com/r/2513636/6276287
Can online customer service drive customer loyalty?
http://go.techtarget.com/r/2513638/6276287
Ask Lior a question
http://go.techtarget.com/r/2513640/6276287
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LEARNING CENTER
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Evaluating and implementing customer self-service technology
http://go.techtarget.com/r/2513642/6276287
Your customer self-service technology should enable users to help
themselves -- quickly and easily. But finding self-service success is
harder than it seems. In this guide, learn how to evaluate customer
self-service technology to find the software that's the right fit for
your company.
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SITE HIGHLIGHTS
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Ask The CRM Experts: Don Peppers and Martha Rogers
http://go.techtarget.com/r/2513644/6276287
Ask questions, get answers. Experts Peppers and Rogers give advice on
customer equity: Long-term and short-term.
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PODCASTS & WEBCASTS
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Increase Sales with Advanced Reports and Dashboards for
Salesforce.com - Vendor Webcast
When: November 8, 2007
http://go.techtarget.com/r/2513645/6276287
Speaker: Jason Pamer Senior Product Manager
Sponsor: Business Objects, http://go.techtarget.com/r/2513647/6276287
View All Podcasts & Webcasts at:
http://go.techtarget.com/r/2513649/6276287
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MORE FROM SEARCHCRM
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WORD OF THE WEEK: Click-to-callback
http://go.techtarget.com/r/2513651/6276287
More and more frequently, businesses are implementing self-service
applications to improve their customer service and reduce costs.
Browse our collection of buzzwords and brush up on key self-service
definitions and terms. This week, learn about click-to-callback
technology.
BUSINESS CASE: Web self-service
http://go.techtarget.com/r/2513653/6276287
There may be straightforward benefits to self service, but it is
imperative to understand the "gotchas" to make self-service
technology work for your organization. In this business case, read
key business drivers and discover the true reasons to implement self
service.
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CONTACT US:
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Sales
For sales inquiries, please contact us at:
mailto:mbolduc@techtarget.com
Editorial
For feedback about any of our articles or to send us your article
ideas, please contact us at:
mailto:kglance@techtarget.com
::::::::::::::::::::: ABOUT THIS E NEWSLETTER ::::::::::::::::::::::
This e-newsletter is published by SearchCRM.com, a targeted Web site
from TechTarget, The IT Media ROI Experts and events
company.TechTarget offers magazines, Web sites, e-newsletters,
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Copyright 2007 TechTarget. All rights reserved.
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