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Sales not where you want them no matter what you do? So how do we fix the problem? Just about everyone out there with a sales force has had this problem at one time or another. |
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Wednesday, 18 January 2006 |
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What it comes down to is learning to see the call center from a point of view based on the ultimate goal. "Happy customers" is shorthand for a complex relationship between company and customer base where both sides get what they want from each other. |
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Wednesday, 18 January 2006 |
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Open a newspaper, turn on a radio or television, you will see and hear endless adverts that boldly shout that you should spend your money at this place or that one because of the customer service. |
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Tuesday, 17 January 2006 |
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Return on investment (ROI) quantifies how well a firm creates value from a given investment. But what quantifies how well a company creates value from its customers? For this you need the metric of Return on Customer (ROC). The ROC equation has the same form as an ROI equation. |
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Tuesday, 17 January 2006 |
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Along with providing an automatic order status for customers and minimizing the amount of time a customer is on hold, automating phone sales operations can unearth a wealth of information from identifying why calls are lost and how your customers are being treated to identifying training needs, highlighting problem calls and detecting and preventing employee theft. |
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Tuesday, 17 January 2006 |
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When customers experience a marketing message, there are three subliminal questions they ask themselves: "Who are you, and why should I care?" "What do you want from me?" and, "What is in it for me?" If the answers are not apparent and compelling, the customer will be long gone. |
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Monday, 16 January 2006 |
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Instead of sending call-center work to India or the Philippines, a growing number of consumer-products and consumer-services companies - from Office Depot and J. Crew to Wyndham Hotels and Sears Holdings - are outsourcing work to people in their homes in the United States. |
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Monday, 16 January 2006 |
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Research indicates that over half the number of outsourcing deals signed every year do not deliver the expected value. |
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Friday, 13 January 2006 |
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Every aspect of customer care is impacted significantly by triple play. Even the cable MSOs that have been offering the telecom trinity for some time now have yet to advance their care practices significantly. This is not to say that services are not being supported or that customers are disgruntled. |
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Friday, 13 January 2006 |
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The reason for creating an online channel for your customers is simple -- you have to meet them where they are. |
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Friday, 13 January 2006 |
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