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New CustomerSat White Paper Describes Advanced Techniques for Saving At-Risk Customers and Growing Revenue ( email this article)
Survey Action Management Combines Real-time Customer Intelligence, Automated Business Rules, and Online Collaboration
Mountain View, CA - December 3, 2003 - CustomerSat, Inc. (Company
Profile, Past
Stories, Case
Studies), the leader in real-time feedback analytics and intelligence, today released the white paper Saving At-Risk Customers and Revenue through Survey Action Management . The white paper describes state-of-the-art best practices that enable enterprises to most effectively save at-risk customers and grow recurring revenue.
Action Management, the systematic response and follow-up to survey feedback, integrates three advanced technologies:
- Real-time customer intelligence which delivers, through secure online portals and interactive dashboards, graphical survey results, open-ended (verbatim) comments, and tools to analyze and integrate both
- Automated business rules that determine which customers and survey responses generate alerts and cases and to whom they are assigned, based on satisfaction scores, customers' purchases, and other metrics
Online collaboration facilities that enable team members to share knowledge, monitor case progress, and expedite case resolution and closure.
The comprehensive, informative white paper was compiled by CustomerSat's in-house customer loyalty experts and based on decades of experience implementing Fortune 500 customer feedback systems. The white paper covers such topics as:
- How to set up business rules to drive both strategic and tactical actions throughout the enterprise
- How tactical and strategic customer concerns reported in survey feedback need to be handled differently
- How to incorporate Customer Lifetime Value (CLV) in business rules
- How cases opened in response to customer feedback advance larger corporate initiatives
How online collaboration and virtual teams expedite case resolution and closure
“Use of these advanced best practices, some of which have never been published before, will not only save at-risk customers, but will raise the satisfaction and lifetime value of all customers,” said John Chisholm, Chairman & CEO, CustomerSat.
The white paper can be downloaded from the Resource Center on the CustomerSat web site. Go to www.CustomerSat.com and click on “Resources” (free registration required).
About CustomerSat, Inc.
CustomerSat is the leading provider of enterprise solutions for measuring, analyzing, and managing enterprise-wide action responding to real-time customer feedback. With advanced technologies and proven market research techniques, CustomerSat solutions have helped companies such as AMD, Ariba, BellSouth, Canon, Honeywell, Salesforce.com, VeriSign, and WebEx take timely action to address customer opportunities and concerns and build high customer retention and profitability. CustomerSat is headquartered in Mountain View, California. For news, product demos, and other company information, visit www.CustomerSat.com or call 1.800.372.7772.
Editorial Contact:
Lynn Anderson
CustomerSat, Inc.
650-237-3313
lynna@customersat.com
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