Plantronics: A Clicktools Best Practice Customer
As part of a video case study project, I made a visit last week to Plantronics, a global leader in audio communications and wireless headphones for businesses and consumers since 1961. Plantronics is not only a loyal Clicktools customer since 2009, but also a shining example of how to leverage customer feedback to drive measurable improvements throughout the organization. I ventured to the company headquarters in beautiful Santa Cruz, California to gather insights (and capture them on video), so that our other customers might learn from their example. What one customer does well, so might many others.
Irresistibly fun fact: Plantronics made the headsets for the first Apollo mission in 1968 and in 1969, Neil Armstrong’s words were transmitted from the moon’s surface via a Pacific Plantronics SPENCOM headset. Sure, this company can cite all kinds of cool history and trivia related to Plantronics products, but moon landings are hard to beat. Surely, no small step.
Back to the Story: How Do They Improve Business with Clicktools?
During the course of interviewing Ed Romson, Senior Director, Plantronics Global Customer Care, I learned how his innovative organization continually streamlines products, processes, and people by integrating customer feedback into CRM, so that it can be acted on and analyzed.
Romson’s Customer Care department collects valuable customer satisfaction data via Clicktools surveys (notably in 13 different languages) and automatically centralizes the data in Salesforce, thus empowering Customer Care representatives to respond to feedback in the most targeted, informed, and effective manner possible. They also systematically report on the entire process, enabling executives to track customer satisfaction levels, and allowing product managers and marketing teams to take customer requests and comments into account as they plan future initiatives.
Video Coming Soon: Stay Tuned
I look forward to sharing the video version of this story with you in a few weeks! And please be in touch if you want help streamlining how you collect, centralize, and act on customer interactions. Customer satisfaction surveys are just one example. Much more than just surveys, Clicktools empowers you to create any type of web form you can imagine.