PeopleSoft Corporation: Delivering Outrageous Customer Service

  • Author(s) David Munn
  • Published May 1, 1996
  • 20 Pages
  • Category Strategy & Planning
  • Type Member Research
  • 20 Pages
  • .PDF Format
This Best Practice Case Study explores how PeopleSoft has established itself as one of the leading providers of client/server software solutions in an extremely competitive market. From a customer service perspective, PeopleSoft firmly believes that service is a strategic differentiator in the applications marketplace and that it will become even more important as other new companies enter the client/server applications segment. In keeping with this belief, PeopleSoft bundles a number of new and traditional services with its software at no additional cost. This is particularly valuable for first-time customers to ensure that they become successful. By bundling software installation services, training credits, the first year of maintenance support, and by assigning a service-focused Account Manager (AM) to be the customer’s ongoing advocate, PeopleSoft has differentiated itself from its competitors, receiving high marks from customers in the process. This strategy has helped propel customer loyalty to almost 100 percent, has taken the service business to a position where it now generates 41 percent of corporate revenues, and has led to a 200 percent growth in professional services.
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