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Online frustration: service depends on customer value
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The lower the returns, the more impersonal the service
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Optimizing customer communication: the novomind Business Breakfast in Frankfurt on May 12th.
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Hamburg, Germany, April 19th, 2005 –
Companies are increasingly tailoring their customer communications according to how profitable a customer is. The "poor dogs" group, which generates low to no returns, will in future be dealt with mainly by e-mail and online. Just 12% of companies aim to continue communicating with this group via personal dialogs or phone. These are the results of a recent study on customer communication trends carried out by the IT service provider, novomind, survey and complaints management software specialists at Inworks. However, the figures tell a different story when companies are dealing with the high-return "cash cows". Two thirds of study participants are aiming to provide personal service for high-profit, low-maintenance customers. Experts will be on hand at the next novomind Business Breakfast in Frankfurt’s Hotel Intercontinental on Friday, May 12th to demonstrate how to harness the full range of available communication channels to fit the wide variety of existing customer needs.
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The basic rule governing customer communication in the future: higher returns will mean more personalized service. Customers who generate little to no turnover will be dealt with primarily by e-mail or online services. The problem: many companies are unable to keep up with customer e-mail traffic. Automated e-mail management systems provide the additional support they need.
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The higher the returns, the more personalized the service.
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During the Business Breakfast, talks will be given by novomind representatives, providing an insight into the ways in which intelligent software solutions can be implemented to provide optimum electronic care for both the "poor dog" and "questionmark" customer groups. EXCELSIS Business Technology will then demonstrate how companies can best meet the needs of the "stars" and "cash cows", using interactive voice portals to boost the quality of telephone customer services. And almato is on hand to show how targeted staff training can significantly raise the overall quality of service. Those interested in participating free of charge in the Business Breakfast still have time until May 9th, s005 to sign up on novomind AG’s German site at www.novomind.de. Numbers are limited, so we recommend signing up early.
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novomind AG is the leading provider of digital customer communication solutions enabling optimized processes and lower costs. The product department’s portfolio includes e-mail management systems, as well as virtual customer services assistants and systems for interactive communication in real time. The novomind services department develops complex e-business applications, including scalable online shop solutions. novomind’s products and solutions focus on future-oriented service, efficient and personalized communication, and higher-performance administration. A rapid ROI is guaranteed and ongoing, long-term customer loyalty ensured. Leading companies from across the market sectors – including Bertelsmann Der Club, Otto, Sparkasse Erlangen, BKK Gesundheit, Travelocity and Hannoversche Leben, as well as public sector representatives such as the German Federal Ministry of Health and Social Security (BMGS) – have already successfully implemented novomind systems to boost customer loyalty, turnover and public relations.
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