CRM White Papers
Bringing Excellence to Customer Service - A Best Practices White Paper
Overview Why it is that one has more bad service stories than good ones? Surveys show that customer satisfaction is dropping across most industries, and consumers are progressively more defiant when companies don't measure up to their standards. For every Nordstrom, Four Seasons, Amazon, or USAA - well known for great customer service - there are too many other companies where the art and science of service are lacking. To be more 'customer-centric,' many are turning to Customer Relationship Management (CRM) or Customer Service Management (CSM) systems. Unfortunately, many of the programs to date have failed, over 50 percent by some studies, stalling efforts to build and sustain customer loyalty, and lasting change.
| Publisher | Talisma Corporation | File Format | PDF, requires Acrobat Rdr 5 |
|---|---|---|---|
| Date Published | February 2003 | Downloads | 336 |
| Format | White Papers | ||
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