Integration after the fact is not the answer.
Not using customer service interactions to further relationships with customers is just poor stewardship.
It just doesn't make sense to let a machine handle the first contact between you and a new customer.
Companies must adopt an integrated customer management strategy that makes customer information available and actionable to everyone that needs it, including customer agents.
The reality is that CRM and BPM are complementary--they just represent successive steps in customer-facing technology's evolution.
This new age returns CRM to its roots, and facilitates win-win business.
Feedback collected through a multichannel survey processes helps customer support executives determine customers' attitudes toward product quality.
A nimble approach to reporting on and analyzing the demand chain involves adding strap-on tools to customer data, whether the data is in real-time transactional formats like XML.
The emergence of industry standards has been the catalyst for many of the recent improvements in the progression of speech-enabled solutions.
Before organizations get too enamored with wireless solutions they first must understand what problem(s) they are trying to solve and identify measurable ROI.
You need proactive communications with your customers; you need to be highly accessible; and you need to deliver quality and consistency in your communication.
Organizations looking to implement forward-looking customer analytics should consider these issues:
With a chief customer officer as your customer conscience you can bring balance to the executive-level decision-making processes.
Make no mistake: Permission-based email marketing has a very bright future, and spammers' days are numbered.
A new generation of solutions, designed not to fit a specific CRM magic quadrant, but to answer marketers' needs with appropriate solutions, will quickly win over a growing number of marketers.
A commitment to wowing customers is dangerous.
On its most basic level Six Sigma is an approach to eliminating defects through the application of statistical techniques to detect, correct, and improve variability in a process.
The core of an agent's work--resolving problems and answering questions--remains virtually unchanged from the first days of the call center.
Organizations must establish a knowledge culture, wherein a sense of pride is derived from not only delivering excellent person-to-person customer service but realizing the huge value associated with sharing knowledge, keeping knowledge fresh, and empowering customers to serve themselves.
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