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With increased competition in online and offline marketplaces, organizations are turning to CRM to attract and retain customers.
Your front-line managers can drive sales -- or drive away your best salespeople
What is the Real-Time Enterprise?
So how do managers know if their customers are getting top-notch customer service? One of the best ways for managers to keep their fingers on the pulse of business is through monitoring their contact center representatives to ensure effective, efficient, and professional customer service.
In the quest to implement a successful CRM initiative, executives should incorporate a product development philosophy for customers. However, this requires a change in thinking and a willingness to take a lifecycle view that incorporates five stages.
Measuring three key factors is just the starting point.
Incremental steps in CRM can help retailers thrive
Tips on successfully managing a contact center, regardless of size and complexity.
After the Account Aggregation Party of 2001: 10 Questions Financial Institutions Must Answer to Avoid a Hangover
Companies need to shift their focus from customer satisfaction as a measure of ROI to understanding the intrinsic value of individual customers. To do this, they need to examine the relationship between a company's investment in customer relationships and the returns that different customer segments generate in return for those investments.
A structured approach to allocating sales activities across sales channels and marketing and service roles can help CRM solutions work more effectively.
A destinationKM.com White Paper
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