The CIO can emerge as a customer champion, even though cases of CIOs taking this position aren't prevalent enough and point out a missed opportunity. One way to get in the game is to develop metrics that show the CEO the value of the corporation based on its ability to manage customers as assets. It requires the integration of customer data by IT.
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Thursday, 08 June 2006 |
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There is a direct correlation between the investment organizations make in Outsourcing Management and Governance (OM/G), and outsourcing engagement satisfaction |
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Thursday, 08 June 2006 |
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Businesses have been trying for decades to import good service practices and graft them into their own work settings. They use training programs or other means to try and "regimentalize" key service behaviors -- an outside-in approach that seldom makes things any better, and often only makes things worse. |
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Wednesday, 07 June 2006 |
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Business managers realize that successful account management consists of a combination of customer acquisition and loyalty, sales productivity, customer service and satisfaction as well as revenue and profitability. |
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Wednesday, 07 June 2006 |
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Overall satisfaction among wireless mobile phone owners has increased 4% when compared to 2005, marking the second time customer satisfaction has increased. |
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Friday, 02 June 2006 |
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As its commanding lead over Hewlett-Packard Co. (HP) dissolves, Dell Inc. has turned to customer service to rescue its flagging PC sales. |
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Friday, 02 June 2006 |
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The next time you make a call to a customer care center, you might reach an agent in Morocco instead of Mumbai. That's because African countries will lead call center growth through 2010, according to research released by Datamonitor. |
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Friday, 02 June 2006 |
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Cross- channel and life cycle customer service has slowed down in the first quarter of 2006 after a strong Q4 2005, according to a recent report by the Patricia Seybold Group. |
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Friday, 02 June 2006 |
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With a booming call-center business in India, technology companies are focusing on complying with U.S. rules for offshore dialing and are finding themselves expanding into other countries -- kick-starting a new era in call-center technology. |
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Thursday, 01 June 2006 |
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It's so easy to track success at a call center. All you have to measure are the number of calls, how quickly they're handled, and whether queries are resolved without manager input, right? Wrong. |
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Thursday, 01 June 2006 |
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