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The Changing Landscape for Customer Support and CRM

The Changing Landscape for Customer Support and CRM

Customers are becoming more reliant on computer hardware, software, and services in their lives and work. And while customers have had to become more knowledgeable about the technologies they own, use, and access, there also have been critical changes to the customer support landscape. Meanwhile, today’s customers are more anxious and demanding of companies when their applications, products, and tools do not work.

Solving problems for customers is therefore central to successful CRM strategies and providing a quality Customer Experience. Customers will stay loyal to brands and promote them on social media only if products work well and service is superb. But effective customer support can be expensive. Companies have to find solutions that will help not only retain customers, but ideally turn them into “raving fans”, while also keeping costs down.


  • Introduction
  • CRM and Support Trends
  • CRM and Support Challenges
  • Summary and Recommendations
  • Vendors at a Glance
    • Aptean
    • Cisco
    • eGain
    • Freshdesk
    • LogMeIn
    • Microsoft Dynamics CRM
    • KANA
    • Moxie Software
    • Oracle
    • Salesforce
    • SugarCRM
    • Support.com
    • TeamSupport
    • Zendesk
  • Customer Support CRM Use Cases
    • Ask.com
      • The Situation
      • The Response
      • Results
    • RBS Citizens Financial Group
      • The Situation
      • The Response
      • Results

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