Sponsor: Salesforce.com

In this Whitepaper the diverse sets of consumer and business attitudes toward customer support are analysed, with an emphasis on social media and Mobile Device technology. This Whitepaper presents compelling evidence regarding the impact Customer Experience can have on business performance outcomes. This Whitepaper concludes by examining the critical issues that have been raised by the data, analyses the findings and presents a number of ideas that will help organisations minimise the challenges and risks that may occur when implementing a Customer Experience Strategy.

'Meeting Expectations and Changing Dynamics in Service'
Earlier this year, Salesforce.com partnered with Fifth Quadrant to conduct quantitative and qualitative research into the customer service space in Australia and New Zealand. The study was conducted amongst 753 Australian and New Zealand consumers and 100 Australian oganisations. Read this paper to learn of the key findings found from their research.

In today's Internet age - where information is readily available to both sellers and buyers - when it comes to qualifying the prospect, the seller must handle prospects differently.

In this paper you will learn:

-Why qualifying a lead is still crucial
-Qualifying starts before you meet the customer
-The business of interacting with buyers
-Signs you're chasing a bad lead

Most owners grapple with the stressful question of how to maintain and grow their business. In order to give you a head start answering those questions, the leaders of three rapidly growing businesses agreed to share their secrets to their success. Read this paper to learn what helped these businesses perform to their maximum potential and sustain impressive growth.

Nearly a third of consumers believe that businesses are now paying less attention to providing good customer service. On top of that, just 7% of those polled say that customer service experiences they have with companies typically exceed their expectations. Now think about how you could succeed and profit as a business if you not only continually offered good service to your customers, but also frequently offered more than what they expected. Read the following paper to see what customers want and how you can give it to them.