Ventana Research Analyst Perspectives

Market Dynamics Force Change at Transcom

Posted by Richard Snow on May 16, 2012 11:46:17 AM

I have written several times that the market dynamics around customer relationships are changing faster now than at any previous time in my experience. Smartphones and tablets are changing the way consumers communicate, social media has opened up a channel of communications over which companies have little control, and finding new customers has become harder, so companies are placing more emphasis on retaining existing customers and increasing the amount of business they do with each. One option for organizations to address these challenges is to outsource the task to a third party that specializes in these issues.

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Topics: Social Media, Customer Analytics, Customer Experience, Social CRM, Voice of the Customer, Operational Performance, Analytics, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Transcom