Magazine article CRM Magazine

Achieving Exceptional Customer Experience in Retail, Telecom, Higher Ed and Government

Magazine article CRM Magazine

Achieving Exceptional Customer Experience in Retail, Telecom, Higher Ed and Government

Article excerpt

RIGHTNOW[R] TELECOM

Benefits:

* INCREASE CUSTOMER SELF-SERVICE UP TO 97%

* REDUCE INCOMING EMAILS FROM 20-70%

* REDUCE INBOUND CALLS FROM 10-30%

* REDUCE CHURN THROUGH IMPROVED CUSTOMER EXPERIENCE

* IMPROVE CUSTOMER RETENTION THROUGH TIMELY CUSTOMER FEEDBACK

* INCREASE CUSTOMER REVENUE BY APPROPRIATE UP-SELL AND CROSS-SELL OFFERS

Differentiate on customer experience.

Competitive pressure is exceptionally high among telecom companies and customer loyalty is extremely low. Traditional competitive maneuvers have been based on price, leading to low margins and high customer churn. Forward thinking companies are now looking inward at customer-focused strategies to find ways of improving and securing customer loyalty in order to gain a significant competitive edge. Whether supporting existing customers or launching new products and services, providing a superior customer experience will be the key to a telecom organization's long-term success.

SERVICE EXPECTATIONS AND COMPLEXITY RISE

This is further challenged as customers have become more demanding. They want a convenient, easy experience with quick and accurate access to information for every inquiry--from the simple to the complex. If a customer is unhappy with their telecom supplier, it is easy to take their business to a competitor that is just down the street or a click away.

Providing superior customer experiences is the single most powerful way for companies to establish sustainable differentiation. RightNow provides on-demand CRM software solutions and services that help companies improve customer experiences. RightNow's solutions make it easier for your customers to do business with you. RightNow helps telecom companies attract, retain, and expand relationships with customers--on their terms.

RIGHTNOW TELECOM INDUSTRY SOLUTION

The RightNow Telecom industry solution combines RightNow's award-winning software, business processes, best practices, professional services, support, and hosting in a package that is pre-configured for telecom companies.

PROVEN TELECOM CUSTOMER SUCCESSES

British Telecom, Sprint, Siemens, Time Warner Cable, and Vodafone are just some of the Telecom companies around the globe using RightNow.

FOR MORE INFORMATION: www.rightnow.com/telecommunicationsdcrm

RIGHTNOW[R] HIGHER EDUCATION

Benefits:

* DELIVER SUPERIOR CONSTITUENT EXPERIENCES ACROSS ALL CHANNELS

* OPTIMIZE RECRUITMENT, RETENTION, AND ADVANCEMENT

* ACHIEVE MEASURABLE IMPROVEMENT IN CONSTITUENT SATISFACTION

* INCREASE OPERATIONAL EFFICIENCIES

* DELIVER IMMEDIATE AND TANGIBLE RESULTS

* SUBSTANTIALLY REDUCE INCOMING SUPPORT LOADS

Optimize recruitment, improve retention, and strengthen alumni and institutional bonds with CRM.

Today, most public and private higher education institutions are faced with at least one of the following challenges:

* DELIVERING ON TARGETED RECRUITMENT INITIATIVES

* FOCUSING RETENTION EFFORTS ON THE RIGHT STUDENTS

* CREATING A SINGLE VIEW OF THE STUDENT/PROSPECTIVE STUDENT WITH COMPLETE DATA AND INTERACTION HISTORY

* ELIMINATING THE "JUST A NUMBER" PERCEPTION WITH PERSONALIZED STUDENT COMMUNICATIONS

Leading institutions are continuously striving to meet these challenges and to improve all aspects of the student life cycle, while working with limited or constricting operational resources.

CONSTITUENT EXPERIENCE MANAGEMENT

Higher education institutions are becoming more and more overwhelmed by an increasing support load and a decreasing number in headcount to assist in these interactions. RightNow improves the constituent experience by providing a comprehensive, multi-channel solution for building a constituent-centric organization. It provides the real-time, actionable insight you need to enhance student recruitment opportunities and constituent loyalty. …

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