Strong customer relationships are critical to the success of many businesses. Businesses rarely have a second chance to make a quality first impression. In a recent survey of contact centers, the top three focuses are improving operational efficiencies, enhancing the customer experience and increasing revenues driven from contact center operations. All three goals are directly associated to the on-going business objective of ensuring customer retention.
In this webcast, participants will gain insight on:
•The impact of customer touchpoints and generational issues affecting businesses
•Top technology projects to improve customer retention
•A look at how companies should transform traditional metrics
To listen to this webcast now click here
Your Workshop Leader
As a Yankee Group program manager for the Customer-Centric Strategies decision service, Sheryl Kingstone manages research and programs that help business improve customer loyalty and acquisition. Specifically, she helps enterprise clients’ make decisions regarding the use of technology, business process and information to boost sales and optimize top-line business performance. She also assists vendors with custom research projects, messaging and positioning, as well as product road map evaluations. Kingstone researches and writes on the top trends in marketing and sales effectiveness and customer-centric processes, and evaluates all CRM application and delivery strategies.
Kingstone is a well-known industry analyst in the CRM market, with more than 15 years in the high-technology market. She has extensive speaking experience at conferences and seminars, is quoted in many business and industry journals, and provides notable consulting experience with Fortune 1000 companies. Before joining Yankee Group, she consulted with a number of enterprise software companies in the areas of B2B e-commerce, CRM, e-services and internet infrastructure on company and product positioning, acquisitions and IPO strategies for Blanc & Otus. Prior to this, she worked at DataMirror and Praxis International, launching market making new products in the enterprise data replication, transformation and database software market.
Kingstone holds a B.S. degree from University of Massachusetts and a M.B.A. degree from Simmons College. She is an executive in the CRM Association, an advisor to CRM magazine, and a judge on many annual awards