New Oracle/Forbes Study Shows Companies Moving Toward Modern Customer Service

Oracle and Forbes surveyed 415 customer service executives from various organizations spanning 10 different industries to find that 62% failed to grasp the understanding and importance of including customer service into their organization-wide strategic goals. The study showed that the lack of understanding about this importance is due to limited definitions of customer service, poor knowledge management and customer visibility, and a reliance on traditional channels and metrics. Although the understanding is not completely there, companies do find that investing in customer service technology has facilitated greater outcomes for their organizations.

For more details, find the full article here:http://www.oracle.com/us/corporate/press/2422109?rssid=rss_ocom_pr