Lynn, thanks for sharing the post. I've passed it on to our Customer and Partner Advocacy team and they are using during their info-gathering process. Thanks for your response!
Original Message:
Sent: 06-19-2015 09:18
From: Lynn Hunsaker
Subject: repost -examples/best practices of how you are resolving enterprise customer issues
Hi Stephanie,
Here's a description of how we resolved CX issues at Applied Materials (semiconductor equipment):
Strategic Action on B2B Voice of the Customer
| Customerthink |
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| Strategic Action on B2B Voice of the Customer |
| Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. Of all the strategies within a company, what has the potential to be more far-reaching and impactful than how we understand our funders (customers) and how we cater to their propensity to continue funding us? |
| View this on Customerthink > |
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I also write a monthly column on B2B CX: "Optimizing the B2B Customer Experience" Column by Lynn Hunsaker
--Lynn
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Lynn Hunsaker, CCXP
Customer Experience ROI Strategist
ClearAction
408-687-9700
lynn.hunsaker@clearactionCX.com
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Original Message:
Sent: 06-18-2015 10:31
From: Stephanie Davis
Subject: repost -examples/best practices of how you are resolving enterprise customer issues
Hi B2Bers. I posted this question on Open Forum too but it's really a B2B question so reposting here. thanks for any info you may have!
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We are interested in learning how Microsoft compares to the industry when it comes to resolving customers escalations in the enterprise (commercial/B2B) space. A customer escalation typically comes up when a product or solution from Microsoft doesn’t meet the customers’ needs and leads to blocked sales or lack of deployment. Microsoft has a resolution process (capture the issue, triage all issues, assign owner, prioritize, and resolve) and we would like the chance to learn how other companies within our industry are listening and responding to their enterprise customers to see if we can share best practices and work toward reducing the resolution time and improving customer satisfaction.
Any suggestions or stories of how others are resolving customer issues (specifically commercial customers/B2B), or any best practices for how others are doing this would be appreciated. Thanks in advance!
Stephanie
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Stephanie Davis
Sr. Bus Program Mgr
Microsoft Corporation
Redmond WA
425-882-8080
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