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Home > Computers and Information Technology > Software > CRM & Customer Service
The Vocal Customer: Executives and consumers speak up
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| Published Date:
October 2002
Published By:
Datamonitor
Page Count:
113
Order Code:
R313-4451
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| Introduction: In addition to understanding the value chain and markets for voice business, voice business vendors need to understand the attitudes of their customers and their customers' customers: executives and consumers. To clarify customer perceptions, Datamonitor has analyzed the results of several surveys of executives and consumers in Europe, Asia Pacific, and the US. Scope: * Highlights current and future trends and perceived drivers and inhibitors of enterprise IT spend, plus an industry focus on Financial Services * Includes executive perceptions of the ROI realized from existing IT expenditures and the source of customer funding for future IT investments * Highlights consumer expectations regarding mobile and fixed-line telephone usage, and preferences regarding features and services * Presents consumer channel preferences for communicating with suppliers, as well as attitudes towards quality of customer service * Includes Datamonitor's opinion of the survey data presented in the report and the voice business market as a whole. Report Highlights: Enterprises have reined in spending to focus on key objectives and ROI. 37% of 150 executives surveyed claim that only selected projects will be signed off due to the current IT investment climate. Another 9% claim eBusiness projects have been put on hold. However, 64% claim the current IT investment climate has no effect on their decision to implement eBusiness projects. However, large IT investments are usually appropriated from special budgets not annual IT budgets. Consumers are generally unwilling to pay more for more minutes or new services. 20% of those surveyed indicate they would pay for more voice calls and 19% would pay more for new services. Interest in paying for new services is highest in the US. In addition, those surveyed overwhelmingly want to communicate with service providers (60%) and utilities providers (56%) via telephone. However, these industries are rated the worst in customer service. Reasons to Purchase: * Understand customer attitudes and investment trends to identify strategic and tactical initiatives to secure customer funding for voice deployments * Develop marketing and sales messages that address specific executive and consumer concerns * Benefit from industry-specific analysis that identifies significant opportunities for customer service improvements through voice technologies * Learn Datamonitor's opinion of the direction voice business should take in the short and long term * Develop messages that resonate with enterprises and service providers and promote the overall growth of voice business
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