Here is the synopsis of our sample research paper on CUSTOMER RETENTION IN THE MIDST OF TECHNOLOGY CHANGE. Have the paper e-mailed to you 24/7/365.
Essay / Research Paper Abstract
This 4-page paper discusses three challenges in customer retention with technology change, and how an IT manager can deal with the problems. Bibliography lists 3 sources.
Page Count:
4 pages (~225 words per page)
File: D0_MTcustrete.rtf
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Unformatted sample text from the term paper:
and global competition, customer loyalty is at stake. Though companies spend a lot of money to determine what will keep loyal customers coming back, changes in technology can often drive
customers away. Such change can cause problems in all areas, from scanning the wrong price in the cash register, to being placed on hold for 20 minutes or longer to
address a product problem. Three challenges that can rear their heads when it comes to customer retention in the face of technology
include communication difficulties, a tendency to focus on technology, as opposed to the customer, and a potential for hackers to enter and take private information. Lets address these one by
one, and determine solutions. Communication snafus. This is a natural situation, especially in a global economy that regularly outsources or "offshores" customer
service. As we mentioned, keeping a customer happy involves more than getting a right product out for a right price. This has especially been true in the past several years,
where many companies set up customer service call centers in places like India. Overnight or overflow calls are outsourced to these centers, via technology, with the idea that a company
is available to its customer base 24/7. And theres a cost savings to such technology as well (Del Franco, 2007). The problem occurs, however, with a communication and cultural gap.
Dell Computers is the poster child for what can go wrong with offshoring technology. Wanting to lower its IT and customer support center expenses in 2001, it opened a call
center in India, followed by another one a couple of years later (Del Franco, 2007). By 2006, Dell was employing 7,000 employees throughout India in its three call centers (Del
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