Customer Satisfaction

Customer Satisfaction: How to Retain Your Customers

The average company loses up to 20 percent of its customers per year, and some can lose as much as 80 percent. In terms of actual customer figures, it's clear that losing already existing custom can make the difference between a successful business and one that fails. If you compound just the 20 percent figure over a number of years, those figures start to add up, and for clued-up business owners, retaining those existing customers is as important as finding new ones. However, keeping existing customers coming back is very often a low-cost mission, and it makes good business sense to look at all of the ways you're losing out on return custom. 

Keep track
The majority of companies spend a lot of money on making customers aware of their products and services, and then spend little to no time on making those same customers come back. Worse, some companies fail even to keep track of inactive customers and they become complacent as they concentrate on finding new customers. It is only by being aware of your customer base and your relationship with them that you can ensure that they will once again buy your product or service over and over again.

Customer Service Moves to the Cloud

Grazed from WindowsITPro. Author: Sameer B.

As more cloud-based technologies become available and their security and functionality improves, more companies are moving to the software-as-a-service (SaaS) model for all of their enterprise applications. The use of online software for customer service has lagged slightly behind its use in other areas, but it is catching up.

According to a Forrester Research survey, at the end of last year, only 15% of companies had moved most or all of their customer service and support to the cloud. However, an additional 14% planned to add some cloud-based tools over the next two years. Customer service itself has traditionally been an area where development has been slow, but new cloud technologies are speeding innovation...

HP's enterprise customer experience gives edge over Amazon's 'consumer' cloud

Grazed from ComputerWorld.  Author: Matthew Finnegan.

HP can stake a bigger claim in the infrastructure as a service (IaaS) market by creating an enterprise-friendly rival to Amazon's 'consumer' cloud, according to the head of the firm's Converged Cloud unit, Saar Gillai.  HP is in the process of reimagining itself in what it terms the 'new style of IT', with its traditional businesses are coming under threat while attempts to move into new areas such as the Autonomy acquisition have proved problematic.

Targeting cloud revenues is top priority for CEO Meg Whitman, as the company attempts to find other avenues of growth says Gillai. According to HP figures, total cloud-related revenues, including sales of cloud services and hardware used to setup clouds, were almost $4 billion for 2012, and this is targeted to double by 2015...