Abstract
“The customer is king” was a phrase first used in retail
environments, but has become common parlance in most customer-facing
organizations -including those that have not traditionally referred to their
users as ' customers' , such as the public sector- thanks to the importance
businesses now place on their customers. The Future Customer-Centric
Organization: Best practice and new strategies for improving customer service
is a new report published by Business Insights that examines the applications
and services that have evolved to support organizations' customer service
efforts. This report analyses the drivers behind the growing emphasis on
customer service and the emergence of the customer-centric enterprise model.
It also explores developments in contact center technology designed to assist
customer service initiatives and opportunities for making outsourcing contact
centers a success. Drive loyalty and revenue by understanding and fulfilling
your customer' s needs more effectively by developing a more customer-centric
organization with the help of this new report.
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