3 mity lepszej obsługi klientów
Wiele organizacji popełnia powszechne błędy, chcąc pozyskać i zatrzymać klientów. Skutek może być odwrotny.

Firmy, które osiągają najlepsze rezultaty w zakresie poprawy doświadczenia klientów, wyróżnia kilka istotnych cech. Mianowicie mają menedżera, który dba o ten obszar z pomocą niewielkiego zespołu. W proklienckie inicjatywy jest zaangażowany zarząd, jak również różne działy przedsiębiorstwa, od marketingu i sprzedaży, po zarządzanie dostawmi, IT, badania i rozwój itd.
Wskazano też charakterystyki menedżerów w organizacjach, które mają najlepsze wyniki, jeśli chodzi o doświadczenie partnerów i kontrahentów. Według badania Gartnera są oni cierpliwi, budują zaufanie, szanują prywatność klientów. "Koncentrują się na ich emocjach, a nie tylko na liczbach" – podkreśla analityk. Ale jego zdaniem to nie wystarczy, aby być najlepszym w branży.
Menedżerowie muszą również wystrzegać się trzech rzeczy, które w przekonaniu wielu firm, pomagają w poprawie wyników. Ale mogą więcej zaszkodzić, niż pomóc – ostrzegają analitycy.
1. Zachwycanie klienta
Zwrot z inwestycji (ROI) w lepsze doświadczenia klienta jest duży, jednak gdy firmy chcą przekroczyć oczekiwania w tym obszarze i nie szczędzą środków po to by – jak to ujęli analitycy – wprawić klienta w zachwyt, szansa na dodatnie ROI jest znacznie niższa – wynika z badania Gartnera. Firma badawcza zwraca uwagę, że wiele organizacji niekonsekwentnie realizuje strategię obsługi klienta – w jednym obszarze chcą go zachwycić, a w innym niespecjalnie mu pomagają.
Rada: nie starać się zachwycać klientów, lecz po prostu ułatwiać im życie.
2. Koncentracja na innowacjach
Wiele organizacji dąży do tego, aby stać się wyjątkowymi w zakresie obsługi klienta, zanim sprawdzą, co tak naprawdę na nich działa. Jak zauważają analitycy, większość wprowadzanych zmian to kopia rozwiązań z innych krajów albo z innych branż. "Wiele organizacji przecenia korzyści z naśladownictwa" – ostrzega Gartner.
Rada: nie wystarczy skupiać się na innowacjach. Trzeba najpierw ocenić korzyści z ich wdrożenia.
3. Integracja danych
Sporo firm gromadzi dane po to, by znaleźć w nich wskazówki, które pomogą im podejmować decyzje inwestycyjne. Badanie Gartnera pokazuje, że zaoferowanie klientom w ich efekcie wielu opcji i możliwości, aby ułatwiać im różne sprawy, raczej nie poprawi relacji.
Rada: zamiast skupiać się na analizie danych klientów, trzeba przede wszystkim zbadać ich potrzeby. Zrozumienie, co należy zrobić w tym kierunku, jest ważniejsze niż szukanie korelacji w danych. Przedsiębiorstwa powinny skupić się na tym, co skłania klientów do dokonywania wyborów i co klient robi w ramach tego procesu.
Gartner twierdzi, że organizacje osiągają większe sukcesy, rezygnując z dużych inwestycji w wymienione "mity".
Podobne aktualności
Deprecated: Creation of dynamic property Timber\Image::$image_meta is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$_wp_attachment_metadata is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$_wp_attachment_image_alt is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_date_gmt is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$comment_status is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$ping_status is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_password is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_name is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$to_ping is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$pinged is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_modified is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_modified_gmt is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_content_filtered is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$guid is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$menu_order is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_mime_type is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$comment_count is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$filter is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$image_meta is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$_wp_attachment_metadata is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$_wp_attachment_image_alt is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_date_gmt is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$comment_status is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$ping_status is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_password is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_name is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$to_ping is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$pinged is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_modified is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_modified_gmt is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_content_filtered is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$guid is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$menu_order is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_mime_type is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$comment_count is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$filter is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$image_meta is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$_wp_attachment_metadata is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$_wp_attachment_image_alt is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_date_gmt is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$comment_status is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$ping_status is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_password is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_name is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$to_ping is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$pinged is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_modified is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_modified_gmt is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_content_filtered is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$guid is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$menu_order is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_mime_type is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$comment_count is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$filter is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$image_meta is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$_wp_attachment_metadata is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$_wp_attachment_image_alt is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_date_gmt is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$comment_status is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$ping_status is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_password is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_name is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$to_ping is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$pinged is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_modified is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_modified_gmt is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_content_filtered is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$guid is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$menu_order is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_mime_type is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$comment_count is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$filter is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
75 proc. firm dąży do konsolidacji dostawcy cyberbezpieczeństwa
Dajcie sobie na to dwa lata i myślcie o bezpieczeństwie, a nie oszczędnościach - radzą eksperci.
Deprecated: Creation of dynamic property Timber\Image::$image_meta is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$_wp_attachment_metadata is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$_wp_attachment_image_alt is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_date_gmt is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$comment_status is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$ping_status is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_password is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_name is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$to_ping is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$pinged is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_modified is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_modified_gmt is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_content_filtered is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$guid is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$menu_order is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_mime_type is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$comment_count is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$filter is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$image_meta is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$_wp_attachment_metadata is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$_wp_attachment_image_alt is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_date_gmt is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$comment_status is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$ping_status is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_password is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_name is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$to_ping is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$pinged is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_modified is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_modified_gmt is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_content_filtered is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$guid is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$menu_order is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$post_mime_type is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$comment_count is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
Deprecated: Creation of dynamic property Timber\Image::$filter is deprecated in /home/sarotaq/crn/wp-content/plugins/timber-library/lib/Core.php on line 71
6 finansowych priorytetów inwestycji w IT
Presja na koszty i wydajność wymusi kolejne wydatki - według prognozy.