表紙
市場調査レポート

カスタマーサポートとCRMの変化する情勢

The Changing Landscape for Customer Support and CRM

発行 Frost & Sullivan 商品コード 328269
出版日 ページ情報 英文 22 Pages
納期: 即日から翌営業日
価格
本日の銀行送金レート: 1USD=101.75円で換算しております。
Back to Top
カスタマーサポートとCRMの変化する情勢 The Changing Landscape for Customer Support and CRM
出版日: 2015年04月08日 ページ情報: 英文 22 Pages
概要

当レポートでは、カスタマーサポートとCRMの変化する情勢について調査分析し、動向と課題、ベンダー情勢、カスタマーサポートのCRM使用事例などについて、体系的な情報を提供しています。

イントロダクション

CRMとサポートの動向

CRMとサポートの課題

サマリーと提言

ベンダー情勢

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

カスタマーサポートのCRM使用事例

  • Ask.com
  • 状況
  • 反応
  • 結果
  • RBS Citizens Financial Group
  • 状況
  • 反応
  • 結果

免責事項

Frost & Sullivanについて

目次
Product Code: 9857-00-59-00-00

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

Introduction.

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
  • Support.com
  • TeamSupport
  • Zendesk

Customer Support CRM Use Cases

  • Ask.com
  • The Situation
  • The Response
  • Results
  • RBS Citizens Financial Group
  • The Situation
  • The Response
  • Results

Legal Disclaimer

The Frost & Sullivan Story

Back to Top