What’s the best way to find out what your customers really want?
By asking them of course!
And if you’re in the business of on-demand customer support software -- as Parature
is -- then you lead by example and ask your customers what you could be doing better -- not just when you feel like it, but on a regular, incremental basis.
The company recently convened its winter 2010 Customer Advisory Council – a group of customers who presented ideas to Parature (News
) management about what the company can do to make its on-demand customer support software even better.
The company holds these two-day, in-person “focus groups” with customers twice a year. The first meeting for 2010 was held at the Hotel Del Coronado in San Diego, Calif., Jan. 25-26.
Members of the winter 2010 Parature Customer Advisory Council
included American Chemical Society, Coremetrics, Elsevier, e-MDs, Enterprise Mobile, Hitachi (News
) Data Systems, Hobsons EMT, IGN Entertainment, McClatchy Interactive, Miami Dade College, Presidium Inc., Rosetta Stone, Seatwave, TMA Resources, Trapeze Networks, Virtual Professionals LLC, Vision Critical, Wharton School of Business, Thomson (News
), and Xirrus, Inc.
“The Parature Customer Advisory Council is one of several channels we leverage to guide the vision of Parature Customer Service software, ensuring that we continue to bring the most innovative and comprehensive support suite to market,” said Tim Davenport, Parature CEO, in a release. “This group is comprised of individuals from a cross section of industries we serve, and we feel very fortunate to have such a diverse group of professionals on our advisory council. We look forward to obtaining invaluable insight that will be integral to fulfilling our commitment to our customers’ success and to improving their customers’ service experience.”
Parature, which last week launched
the Customer Support Software channel
on TMCnet, also recently announced
its 2010 “Best Practices in Customer Service” webinar series. The series, which launched last month and runs through June, is designed to provide attendees with insights into customer service best practices and industry trends.
Among the customer support industry experts who will be presenting the webinars are bestselling author Robert Spector; Rich Gallagher of Point of Contact Group; Paige Newcombe of Coremetrics; John Ragsdale of Technology Services Industry Association (TSIA); Dr. Natalie Petouhoff of Forrester (News
) Research; Jay Topper of Rosetta Stone; Sahar Hashemi of Coffee Republic; Lorraine Grubbs-West of Lessons in Loyalty and Southwest Airlines; and customer service expert Lisa Ford.
The first webinar in the series, “The Nordstrom Way to Customer Service Excellence,” presented by Robert Spector, already took place on January 20 – however the archived version of the webinar can be accessed at parature.com/webinars.
The second webinar in the series, “Getting Your Worst Customers to Love You: True Tales from the Front Lines of Customer Support,” to be presented by Rich Gallagher, bestselling author and communications skills expert, will take place at 2 p.m. ET, Wednesday, Feb. 24. To register for this free webinar, click here
For more information, or to register for other webinars in the series, click here
Patrick Barnard is a senior Web editor for TMCnet, covering call and contact center technologies. He also compiles and regularly contributes to TMCnet e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.
Edited by Patrick Barnard