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Customer Portals: Central to Your Customer Experience Strategy
Customer Portals Support Your Customers throughout Their Lifecycles
January 27, 2005
By: Patricia Seybold
 
Executive Summary: 
There are three reasons why customer portals are hot: 1) you save money by enabling customers to serve themselves and to up-sell and cross-sell themselves; 2) you increase customer satisfaction, loyalty, and profitability by providing everything the customer needs in one convenient, custom-tailored environment; and 3) you gain visibility into customers’ account information, their needs, and their preferences. By using customer portals to enable customers to manage their own relationships, you “solve” the problem of having a 360-degree view of your customers’ information—long the holy grail of CRM.


Other Recommended Items:
Turn Customer Co-Design Insights into Action
How to Gain Momentum by Turning Customer Scenarios® into Operational Scorecards, Recommendations, and Action Items
2/8/2007 - By:Patricia Seybold
Price: $995

Leading an “Issues and Vision” Discussion with Customers (and Partners)
Tips for Gaining a Lot of Customer Context in a Short Time (and How to Kick Off a Customer Scenario® Mapping Session)
9/15/2005 - By:Patricia Seybold
Price: $995

Identifying Operational Customer Experience Metrics
How to Spot What Matters Most to Customers and Turn Those “Moments of Truth” into Metrics You Can Track
8/4/2005 - By:Patricia Seybold
Price: $995

 
 
 
 
 
 
Pages: 5
Format: PDF
License: Single User
 
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