How improving customer experience can help beat your competition, drive loyalty, and boost profits
San Francisco (PRWEB) March 21, 2011
Michael Hinshaw, Managing Director of customer experience consultancy MCorp, has been asked by SAPinsider to present a special session for executives and senior managers interested in improving customer experience in a world where customers are smarter, more empowered and less loyal than ever. Mr. Hinshaw’s talk, “How improving customer experience can help beat your competition, drive loyalty, and boost profits,” will be presented March 22nd at the CRM 2011 conference in Orlando, Florida.
According to Mr. Hinshaw, “While most executives recognize the importance of customer experience as a competitive differentiator, the reality of understanding, measuring and planning improvements can be daunting without a roadmap. Add to this the changing relationships between companies and their customers in a world where a $2 App can provide more timely information to customers than the web site or call center at a $20 billion company, and the imperatives around improving customer experience jump into stark relief.”
CRM 2011 runs from March 22nd through the 25th. The conference offers organizations that use, deploy, manage, or are evaluating SAP® solutions for customer relationship management (CRM), an opportunity to explore strategies and techniques developed by proven experts to optimize sales, service, marketing and interaction-center activities.
More information on the CRM 2011 conference is available online at: http://www.crm2011.com
About MCorp Consulting
MCorp Consulting grows value by improving customer experience. With a straightforward approach to mapping, measuring and improving the touchpoints between organizations and their customers, MCorp has helped many companies – from fast-growth market leaders to the Fortune 100 – transform the ways they interact with their customers, and profit significantly as a result. Some of the global organizations MCorp has worked with include McKesson, T. Rowe Price, Argo Group and the United Methodist Church. MCorp helps companies define customer experience strategy, design implementation roadmaps, and take the guesswork out of decision-making with proven, accurate and actionable data. Touchpoint Mapping® – MCorp’s approach to quantifying customer experience – is a proprietary research and analytical model that helps companies understand, measure, prioritize and improve the customer interactions that drive value.
For more information, visit http://www.mcorpconsulting.com, or call 1-866-526-2655 toll free in the US, or 1-415-526-2655.
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