CASE STUDY - FROM CUSTOMERS TO EVANGELISTS

Client Situation - The client shares a business relationship with CSS Corp that is marked by 10 years of continuous service excellence. We handle a wide range of tier 1 technical support, premium / paid technical support, and small and medium business (SMB) technical support processes for the client across their product portfolio, and have over the years delivered very high customer satisfaction scores. When the client decided that their NPS would be their focus metric to drive engagement, loyalty and sales, CSS Corp was perfectly poised to deliver differentiated service to boost their score. Operating in a highly competitive marketplace, the client wished to set an NPS target of 56.89% to ensure they maintain or improve their rank among the top brands both within and outside their segment.

About Client - A leading global manufacturer of computer networking equipment and other computer hardware for home and business use.

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