Managing Customer Frustrations With Information Essay

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For accounts that have not purchased this level of service, Cincom relies on its own Socrates constraint engine technology to deliver the most possible patches and product fixes electronically based on remote analysis of the customers' problem. This remote diagnostics analysis, which the customer can turn on at any time, is also responsible for the high renewal rate as well. Third, there are escalation paths through customer service to also solve customers' problems, and a hot line for all customers directly to the General Manager of each Cincom division if they are not getting their problems solved.

Managing post-purchase dissonance is managed using a completely different series of processes and technologies. As the annuity revenue stream from new customers is crucial for Cincom's business, customer satisfaction is critically important. Post-purchase dissonance is often managed through intensive face-time with customers, where the sales, service, software engineering and professional services will often visit a customer in person to troubleshoot a problem, . In addition, there is a strong focus on personal accountability to the sales representative level for all factors relating to customer satisfaction in a given account.

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Monitoring technologies can be used if the customer agrees to them where the actual performance of the applications can be logged on a 24/7 basis in Cincom's data center. The logs are reviewed every week to check on application performance as well. The post purchase dissonance strategies at Cincom start first with personal accountability and working with customers in person to solve their problems. In conjunction with these approaches, Cincom uses remote monitoring and performance monitoring of applications and indexes the bonuses for professional services teams that install the software to their bonuses. All of these strategies taken together greatly enhance overall customer satisfaction.

Conclusion

Cincom's use of technologies for minimizing and alleviating customer frustration and also for alleviating purchase dissonance rely on a combination of technologies and relationship-based strategies. Cincom's end goal is to be a trusted advisor to its clients, and the combination of online technologies, telecommunications networks and monitoring technologies provide the necessary information to enable greater levels of….....

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