CRM Daily | Accenture: High-Tech Firms Need Social CRM Tools

Found at http://www.crm-daily.com/story.xhtml?story_id=73401

NEW YORK, May 11, 2010 — New Accenture (NYSE: ACN) research has found that communications and high-tech companies — many of which are falling short in their customer service delivery — need to direct their investments at new levers that enhance the customer experience. These levers include social customer relationship management tools.

The research, entitled “Lessons from the Recession: Where Customer Service and Support Investments Yield Superior Returns for Communications and High-Tech Companies,” revealed that while more than half (60 percent) of the companies surveyed believe their recent actions to extend their offers and reduce costs had positively impacted the customer service experience they delivered, most of their business and residential customers receiving the service reported no visible or tangible improvements

To be continued at http://www.crm-daily.com/story.xhtml?story_id=73401

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