The role of the contact center agent has expanded considerably, with each agent now required to act in up to three roles.
SMBs want tools that can specifically address their requirements.
Those responsible for business growth may be putting themselves at a disadvantage by not applying this same attention and care to relationships with prospects--before they become customers.
Proactive follow up with customers is essential.
There is a positive correlation between customer satisfaction scores of individual companies and their stock performance.
There are three steps of customer service transactions--routing, case tracking, and service resolution.
A customer profitability management (CPM) program helps companies begin to lay the foundation for building a B2B lead generation program that will maximize average new customer profitability and corporate earnings.
Email is rapidly changing--trying to apply yesterday's strategy to today's most powerful marketing medium is a colossal missed opportunity and mistake.
Five easy steps that any company can take to design and execute an effective customer satisfaction survey program.
The best way to value your customers' time is by placing concomitant value on the time of your agents.
One of the greatest benefits of moving to a CRM solution is the ability to integrate front- and back-office processes.
The concept of having customers help themselves is actually a rather old idea--the difference today is that the channels for reaching customers, from voice response systems to kiosks and the Web, have evolved.
Companies need to respond to the market with agility and appropriate customer relationship-focused sales talent.
The business case for CRM should include tangible net benefits, intangible benefits, and a risk assessment.
Having the right production information or customer information at your representatives' fingertips is a fundamental yet crucial step. It can mean the difference between losing a customer that is put on hold, solving a customers' inquiry or even upselling on an opportunity.
Seven tips for managing project scope creep.
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.
You can't predict when a prospect may need your products and services, but you can stack the odds in your favor.
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