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Articles: Customer Service/Call Centers
The book details the seven steps that can save marketers from missing opportunities to make that essential customer connection.
CRM industry leaders talk the talk.
What does it take to be successful in a CRM initiative?
Supply chain management does impact customer satisfaction as it relates to product delivery dates and product quality.
An important goal of a customer advisory board is to provide an excellent source of quantitative and qualitative data that goes beyond checkboxes on surveys or conversations over coffee.
Leveraging the power of personalization and dynamic data, Web self-service can handle surprisingly complex tasks designed to improve the customer experience.
Companies attempt to evaluate the effectiveness of their CRM programs based on benchmark data, but these evaluation methods tend to ignore the customer's opinion.
You can't predict when a prospect may need your products and services, but you can stack the odds in your favor.
To attain intelligence-driven, profit-focused self-service, companies can follow this simple four-step plan.
The company is also putting the finishing touches on a formal launch of its voice-over IP contact-center solution.
Consumers are open to buying more products and services, but only if the customer service representative (CSR) first resolves the customer's concern.
Pure-play knowledge-base providers are seeing a need to compete with service-oriented companies.
The rules of proactive customer care are very different from other types of outbound contact.
Organizations simply cannot make solid decisions based on the 15 to 20 percent of collective knowledge that is housed in CRM systems, nor can they ignore the content of customer emails stored in its CRM systems.
A roundup of call center solutions for now and in the near future.
Predefined business rules make it possible for the technology to personalize everything from email messages to requests to offline bankers without heavy intervention from the IT team.
Quadstone defined a five-step model for proper follow-through on customer service inquiries.
The current IP telephony standard, known as H.323, will need to be replaced for the real uptake to begin.
Proactive companies know the importance of the last mile of CRM and have turned to automated customer communications solutions to drive down costs, increase revenue and improve loyalty.
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