Service for the Customer, by the Customer
The growing role of customer feedback in the marketing process suggests that companies are ready to involve customers in marketing decisions. Marketing and service-related processes must help customers co-create a unique experience. In an article published at 1to1Media.com, Infosys' experts discuss how it can be achieved by integrating various aspects of customer service.
Business strategies driven by customer feedback ensure alignment with market requirements. Customer service can be transformed into an effective marketing tool by:
- Realizing value that transcends the benefits of a product or service
- Responding to customer needs not directly related to the business function
- Engaging customers for product and service innovation
- Investing in technologies to enhance interactivity and improve the customer experience
- Integrating internal functions to enable a seamless customer experience
Read the article (Requires registration)
Reproduced with the permission of 1to1Media.com
Authors
Aniruddha Bhattacharya, Lead Consultant, Enterprise Solutions, Infosys Limited
Aniruddha has more than nine years of experience in consulting and project management for CRM systems across domains. He has anchored partnerships with product vendors for Enterprise Marketing Management (EMM). He can be reached at
Laukik Desai, Consultant, Enterprise Solutions, Infosys Limited
Laukik has more than six years of experience in CRM consulting. His areas of interest include Software as a Service (SaaS) and banking. He can be reached at
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