August 06, 2009
Pan Pacific Hotel, Marina Bay, Singapore

How to exceed customer expectations by consistently delivering excellent customer service

The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and CxO s are recognizing that first-rate service is crucial to enhancing customer satisfaction and ensure loyal customers. Meanwhile, customers are communicating their product and service experiences – good and bad – for all to see on the Internet. Service delivery is becoming more and more the moment of truth that can determine customer loyalty and influences long-term profitable growth. Learn how a customer centric strategy will enable your organization to deliver the exceptional customer service essential to differentiating your business from your competitors in these difficult economic times.

Today, Microsoft Dynamics CRM® is ranked as one of the fastest growing CRM solutions in Asia with over 1 million users and 20,000 customers worldwide. Both SMB and Enterprise customers have come to embrace Microsoft Dynamics CRM® for its flexibility, usability and business agility. Owing to our “Power of Choice” vision, customers have the option to deploy either on-premise or on-demand (via hosting partners or directly from Microsoft). In customer service and contact centers, Microsoft has laid out a compelling vision to help business contain costs and growth their businesses. Come hear our Integrated Contact Center vision that details how Microsoft technologies can be utilized by all customers, regardless of size or industry. Built around our centerpiece Microsoft Dynamics CRM® product, the Integrated Contact Center (ICC) vision leverages other key Microsoft technologies such as Microsoft Office Sharepoint Server, Microsoft Customer Care Framework and Office Communications Server. Holistically, the ICC vision uniquely helps business thrive and improve customer satisfaction through improved agent productivity, optimized operations and deep business insight . ized operations and deep business insight.

Reinventing the Contact Center for a Customer-empowered World

The contact center is often viewed as a necessary evil—both by companies and their customers. To companies, it can be an expensive cost center that produces vague and unmeasurable results. To customers, it can represent an unsatisfactory end to a frustrating quest through the labyrinth of an interactive voice response (IVR) menu.

We need to explore new ways of thinking about contact centers, in order to transform them from a large expense on the balance sheet to a business differentiator that actually creates value for both the organization and their customers.

A robust Contact Center is also an essential business strategy for Business continuity / disaster recovery (BC/DR) which makes up part of the best practices for organisations today. With constant threat of terrorism, malicious hacking, geopolitical tension and natural catastrophes, the security and resilience of an organisation's Contact Center infrastructure have become a top concern for businesses and management.

Welcome to the Service Cloud – Join the Customer Conversation

Providing world-class customer service is critical to retaining customers in the downturn. But so is lowering your costs. Find out how the Service Cloud makes this possible by delivering an integrated customer service experience through multiple channels, from self-service portals to email, telephone and social sites such as Facebook and Twitter.

Panel Discussion

Lucky Draw