In today's marketplace, competition is fierce. Customer expectations are continually rising, while at the same time profit margins are narrowing. This environment requires companies to foster customer loyalty and work to retain current customers, putting the customer service organization directly in the spotlight. As a result, service and support centers have increased pressure to deliver a high quality customer experience and ensure internal operations are working at optimum efficiency.
Professionals operating in this environment need to have a thorough understanding of the latest trends, technologies and tools that can enable them to better serve their customers, streamline operations, cut costs and increase productivity.
Recognizing this, Carolyn Healey launched supportindustry.com (http://www.supportindustry.com) in April of 1999 to specifically address the needs of those working in the support center, help desk and call center environments. As the industry grew and expanded, CRMindustry.com (http://www.crmindustry.com) was created in July 2001 to embrace the Customer Relationship Management (CRM) market, extending the focus to sales and marketing professionals. A year later, RecognizeServiceExcellence (http://www.RecognizeServiceExcellence.com) went live to provide senior level executives with comprehensive information on how to effectively create a corporate culture that fosters excellent customer service.
Collectively, our web sites consolidate the vast amounts of industry-related information available daily and brings together the most relevant and useful content. Membership to all the sites is free and includes such benefits as in-depth weekly e.newsletters, free research reports, vendor guides, featured articles, expert insights and more.
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