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CUSTOMER SUPPORT

Customer support is critical for the success of any business. According to Computing Canada, on average companies ôlose half of their customers every five yearsö (Brooks, 1998, p. 29). Traditionally customer service was seen as a cost drain, with personnel, customer interaction and other factors of customer service requiring additional revenues. All this has changed in the contemporary business world. Now customer support has evolved into customer relationship management (CRM). Customer support typically meant party A helps party B, but todayÆs customer relationship management is a broader concept implying a ôtwo-way flow of information and energy...what was once a drain on revenues can become a revenue generator if information is put together in the right wayö (Brooks, 1998, p. 29).

According to the Harvard Business Review, organizations can ôdouble profits by reducing customer defections by 10 to 15 percentö (Brooks, 1998, p. 29). Because of this companies are leveraging information through technologies to improve customer support and make it more cost-effective. Vantive Corporation is a leading provider of customer relationship management software. VantiveÆs products are designed to improve and maximize customer services. Customer support cases are handled by Vantive for its more than 800 customers through its own CRM software, a Web Self Service Application. Using this software VantiveÆs customers are able to create and update cases, search a wealth of information, check course schedules and availability, chat with support technicians, download software and join customer newsgroups. According to a Vantive executive: ôWith the help of Web support, weÆve increased customer satisfaction by more than 30 percent and reduced cases per customer by more than 50 percentö (Vantive, 1999, p. 1).

Hewlett-Packard is a leader in customer support, implementing technologies that lower technical support resolu

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CUSTOMER SUPPORT. (1969, December 31). In LotsofEssays.com. Retrieved 06:47, March 29, 2024, from https://www.lotsofessays.com/viewpaper/1709697.html