Overview:

Customer loyalty rests on three central pillars: timeliness, communications, and
understanding. A vendor or service provider can cultivate greater customer
loyalty by delivering quality goods and services in a timely way by
communicating flexibly, frequently, and richly with customers and prospects,
and by developing and demonstrating a deep understanding of the customer’s
situation and needs. Emerging technologies including unified communications,
collaborative tools, and services-oriented architectures can aid a company in all
three of these areas. With these tools, companies can remove wait time from
sales and support processes, broaden the pool of participants communicating
with a customer in each contact, and deepen the knowledge exchanged by adding
modalities like text and video to voice. Companies can collect information
about and from each contact for analysis, combine it with collaboratively
maintained knowledge bases about each customer to develop greater
understanding of that customer.

Author(s): John Burke, research analyst

Keywords: Customer loyalty, pain points, request
for proposal, strategic relationship, timeliness, communications,
collaboration, SOA, customer interactions.

Vendors mentioned: None

Clients, read this Issue Paper: Ensuring Customer Loyalty [1]

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client and would like to receive a copy of this Issue Paper, please contact us [2].