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Do you have all the pieces in place to succeed with your CRM and customer service initiatives? Use this handy checklist from the first chapter of Performance Driven CRM: How to Make Your Customer Relationship Management Vision a Reality to find out how your CRM and customer service strategy measures up to these goals |
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Tuesday, 10 July 2007 |
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‘Customers don’t like self-service technologies.’ Time was when this had more than an element of truth, as we all regaled friends and colleagues with ‘war stories’ of poor customer service, long holding queues and having to constantly repeat information before getting through to a call agent. |
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Monday, 09 July 2007 |
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A survey has found that over three-quarters of us have been “disappointed” by a slow response to a customer service email. The findings also reveal that, on average, three emails have to be sent before receiving a satisfactory response |
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Monday, 09 July 2007 |
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Shopping in the 3.0 era will move from a solitary, utilitarian task built around convenience to a destination activity where consumers specifically seek out the sites that offer rich, entertaining and exciting experiences that they can share with their friends and families. |
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Monday, 09 July 2007 |
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While most contact centers claim that their quality assurance practices are highly customer-focused, many tend to monitor and gather feedback on only those contacts that involve an interaction with one of their agents – such as though traditional phone calls, email and chat. |
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Thursday, 05 July 2007 |
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‘Customers don’t like self-service technologies.’ Time was when this had more than an element of truth, as we all regaled friends and colleagues with ‘war stories’ of poor customer service, long holding queues and having to constantly repeat information before getting through to a call agent. |
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Tuesday, 03 July 2007 |
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As Gandhi once said, “A customer is the most important visitor on our premises and he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.” |
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Tuesday, 03 July 2007 |
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For years Internet merchants have poured millions of dollars into new technologies to make their sites easier to use. So why aren’t online customers happier? Customer satisfaction levels have remained almost flat through the last several years, according to a survey of about 20,000 online shoppers recently released. |
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Monday, 02 July 2007 |
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At the heart of any multichannel marketing strategy must be good customer information, housed in a CRM system. This needs to be linked to an appropriate method of communication. So the CRM becomes CEM, a Customer Experience Management system. The technology needs to be facilitating, responsive, manageable and easy to maintain |
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Thursday, 28 June 2007 |
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A successful self-service strategy does not solely focus on pushing customers to the Web to drive down costs and relieve overburdened call center agents. Instead, it is about giving the customer options to service their own needs through the channel of their choice. |
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Friday, 22 June 2007 |
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