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The Changing Landscape for Customer Support and CRM

  • April 2015
  • -
  • Frost & Sullivan
  • -
  • 22 pages

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.

Introduction
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 of 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. Customers will stay loyal to brands and promote them on social media only if products work well and service is superb. 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

The Changing Landscape for Customer Support and CRM
Contents
Introduction.3
CRM and Support Trends ..4
CRM and Support Challenges .7
Summary and Recommendations10
Vendors at a Glance ..12
Aptean ..12
Cisco..12
eGain .12
Freshdesk 13
LogMeIn13
Microsoft Dynamics CRM 13
KANA.14
Moxie Software.14
Oracle 14
Salesforce15
SugarCRM ..15
Support.com ..15
TeamSupport.16
Zendesk 16
Customer Support CRM Use Cases ..17
Ask.com 17
The Situation17
The Response.17
Results 18
RBS Citizens Financial Group ..19
The Situation19
The Response.19
Results 20
Legal Disclaimer21
The Frost and Sullivan Story ..22

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