Parature Releases Free White Paper on Customer Emotion as it Relates to Retention


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White Paper Explores How Emotionally Engaging Customer Experiences Can
Improve Customer Retention

VIENNA, VA – September 25, 2009 – Parature, a global leader in on-demand
customer service software , announced today the release of a free white paper offering customer service and support professionals insight into customer emotion and how it relates to customer retention. The white paper entitled “How to Improve Customer Retention by Building Emotionally Engaging Customer Experiences” is available for
download in Parature’s white paper library

In this recession-driven environment, companies are clamoring to increase
revenue and save costs; customer retention has never been more important.
Oddly enough, most organizations spend more on marketing to gain customers
rather than to retain them. A published study by the American Society of
Quality Control asked the question “Why do customers leave companies?”
Sixty-eight percent of the respondents answered the question with the
following “because of the company’s indifferent attitude to the customer.”
So how can organizations change this apathetic attitude and improve customer
retention? How to Improve Customer Retention by Building Emotionally
Engaging Customer Experiences
explores building an emotional connection with your customers to not only
retain them, but have them become customer advocates, recommending and
staying loyal to the organization.

In a Parature webinar entitled
“How to Improve Customer Retention by Building Emotionally Engaging Customer
Experiences,” Colin Shaw – international bestselling author and customer
experience guru, will demonstrate how organizations can focus on the areas
of a customer experience that provide the greatest value and enable them to
use their resources to the greatest effect. He will also introduce the new
area of the ‘subconscious experience’ that drives customer behavior and how
the understanding of this experience can save costs. Colin will deliver the
webinar to our U.K. audience on Wednesday, September 30, 2009 at 2:00pm GMT
and to our U.S. audience on Wednesday, October 21, 2009 at 2:00pm EDT.

“Parature is dedicated to helping customer service and support organizations
deliver superior customer service,” stated Parature CEO and President Duke
Chung . “We demonstrate this
commitment, not only by providing the smartest, most efficient customer
service software, but by providing valuable written content as well.
Parature has conducted in-depth research to provide relevant and thought
provoking insight into industry trends and effective strategies that will
contribute to the success of customer service professionals around the world
and enable organizations to provide exceptional customer service at an
affordable price.”

Parature enables any organization to
fundamentally change the way they support their customers through its
Software-as-a-Service (SaaS) delivery and integrated, intuitive design that
empowers organizations to better and more efficiently serve, support, engage
with and retain customers in today’s Web world. The seamlessly integrated
suite of Parature Customer ServiceT software
modules allows
organizations to effectively manage all of their support needs without
additional hardware, software and IT expenses. Parature integrates
everything in one dynamic, unified system to increase efficiency across
entire organizations, improving processes among customer support,
operations, development and sales.

Parature, Inc.
Parature, a leader in on-demand customer service software, makes it possible
for any business to leverage the Internet to provide outstanding customer
service. The company’s software-as-a-service (SaaS) delivery and integrated,
intuitive design enables organizations to better and more efficiently serve,
support, engage with and retain customers in today’s Web world. Founded in
2000, Parature received the 2007 and 2008 Product of the Year Award from
Customer Interaction Solutions magazine and has been named to the Inc. 5000
list of Fastest Growing Private Companies in America. Parature has been
named to both the Washington Business Journal’s list of Best Places to Work
and The Washingtonian list of Great Places to Work. Headquartered in Vienna,
Virginia, Parature is at work in organizations of all types and sizes, and
helps support millions of end users worldwide. For more information, visit or follow @Parature on Twitter.


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