Analyse the Drivers behind the Growing Emphasis on Customer Service and the Emergence...

Analyse the Drivers behind the Growing Emphasis on Customer Service and the Emergence of the Customer-Centric Enterprise Model with This New Report

DUBLIN, Ireland--(Business Wire)--
Research and Markets
(http://www.researchandmarkets.com/reports/c89084) has announced the
addition of The Future Customer-Centric Organization: Best Practice
and New Strategies for Improving Customer Service to their offering.

"The customer is king" was a phrase first used in retail
environments, but has become common parlance in most customer-facing
organizations -including those that have not traditionally referred to
their users as 'customers', such as the public sector- thanks to the
importance businesses now place on their customers. The Future
Customer-Centric Organization: Best practice and new strategies for
improving customer service is a new report that examines the
applications and services that have evolved to support organizations'
customer service efforts.

This report analyses the drivers behind the growing emphasis on
customer service and the emergence of the customer-centric enterprise
model. It also explores developments in contact centre technology
designed to assist customer service initiatives and opportunities for
making outsourcing contact centres a success. Drive loyalty and
revenue by understanding and fulfilling your customer's needs more
effectively by developing a more customer-centric organization with
the help of this new report.

Key questions answered by this report...

- What is the customer-centric enterprise?

- Why is customer service important and how can it be used to sell
more products and services?

- Which verticals are particularly focused on customer service and
what are their key pain points?

- Where are the emerging contact centre outsourcing opportunities?

- What are the key drivers and inhibitors of adoption of contact
centre products and services?

- Who are the leading providers of customer-focused solutions and
services?

Key issues examined in this report...

- The customer-centric enterprise is one where multiple channels
are open for communication, with a consistent level of service and
brand experience. CRM solutions may centralize organize customer data,
but do not necessarily deliver superior customer service.

- IP-based communications. IP brings cheaper telecommunications,
new services and ways of exceeding customer expectations through
unified communications and virtual contact centres.

- Contact centre virtualization is essential in enabling the
customer centric enterprise and providing better customer
communications at a higher level of service.

- Unified communications is the ability to manage all
communications through one interface. Its deployment increases
productivity through faster connectivity with colleagues and clients.
Agents can be more responsive to customers improving service.

- Mobility is becoming a more significant factor in unified
communications and this is likely to help drive investments; the
mobile and PBX network convergence ('one number'/fixed mobile
convergence) will also become more widely adopted in 2008.

This new report will enable you to...

- Learn how customer service is changing and how it can be
improved using new technologies with this report's examination of the
customer-centric organization and contact centre optimization and
virtualization.

- Create more effective competitive strategies based on this
report's case studies from customer-centric organizations and SWOT
analysis of leading vendors of customer-focused products and services.

- Improve the effectiveness of your outsourcing sales strategies
with this report's analysis of emerging markets their key priorities
and pain points.

- Understand the benefits of unified communications and how IP
platforms and mobility can not only improve business processes but
also increase productivity and customer service levels.

- Quantify and target future growth areas using this report's
insight into customer service drivers within key vertical markets and
market forecasts for key application and service areas to 2009.

Summary

This report examines the applications and services that have
evolved to support organizations' customer service efforts. It
analyses the drivers behind the growing emphasis on customer service
and the emergence of the customer-centric enterprise model.
Developments in contact center technology designed to assist customer
service initiatives - such as mobile applications, unified
communications and the growing use of virtual contact centers - are
explored, as are the opportunities for making outsourcing contact
centers a success.

Chapters Titles:

The Future Customer-centric Organization Executive summary

The importance of customer satisfaction

The role of IT in improving customer service

Know your market

The IP platform

Mobility

Virtual contact centres

Making outsourcing a success

The vendor landscape

Chapter 1 Introduction

Chapter 2 The importance of customer satisfaction

Chapter 3 The role of IT in improving customer service

Chapter 4 Know your market

Chapter 5 The IP platform

Chapter 6 Mobility

Chapter 7 Virtual contact centres

Chapter 8 Making outsourcing a success

Chapter 9 The vendor landscape

List of Figures

List of Tables

Companies Mentioned:

- Apple

- Chordiant

- Google

- IBM

- Infor

- Microsoft

- Oracle

- Salesforce.com

- SAP

- Yahoo!

For more information visit
http://www.researchandmarkets.com/reports/c89084.

Source: Business Insights

Research and Markets
Laura Wood
Senior Manager
Fax: +353 1 4100 980
press@researchandmarkets.com

Copyright Business Wire 2008