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Market Research Report

The Changing Landscape for Customer Support and CRM

Published by Frost & Sullivan Product code 328269
Published Content info 22 Pages
Delivery time: 1-2 business days
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The Changing Landscape for Customer Support and CRM
Published: April 8, 2015 Content info: 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.

Table of Contents
Product Code: 9857-00-59-00-00

Table of Contents


CRM and Support Trends

CRM and Support Challenges

Summary and Recommendations

Vendors at a Glance

  • Aptean
  • Cisco
  • eGain
  • Freshdesk
  • LogMeIn
  • Microsoft Dynamics CRM
  • KANA
  • Moxie Software
  • Oracle
  • Salesforce
  • SugarCRM
  • TeamSupport
  • Zendesk

Customer Support CRM Use Cases

  • The Situation
  • The Response
  • Results
  • RBS Citizens Financial Group
  • The Situation
  • The Response
  • Results

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The Frost & Sullivan Story

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