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- Make Your Customer Interactions More Efficient
- Until recently, customer interaction technologies were often considered too complex and costly for all but the largest businesses to justify. But today that picture has changed. Encouraged by declining technology costs, changing customer expectations and pressured by competition, small and mid-size companies are investing in key customer service building blocks...
- White papers 2005-03-04
- The Customer Access Evolution : Leveraging Touch Points for Customer Acquisition, Retention, and Wallet Share
- The confluence of consumer, technological, and market forces has created an incredible opportunity for businesses - customer access. The article defines the innovative trends that are not simply business trends but emerging customer demands of businesses. It proposes many critical components to the future of customer access. Economic segmentation means...
- White papers 2002-10-30
- Maintaining Contact
- Even with good service, your customers may forget about your business unless you stay in touch with them. By making contact with customers, you remind them of your business and the satisfaction they gained from dealing with you. This can be approached in many ways. This paper explains ideas that...
- White papers 2006-11-23
- Shinhan Bank Enhances Customer Service Efficiency
- Shinhan Bank, a leading bank in Korea, was looking to upgrade contact centre operations to better serve customers. As the number of its home-banking subscribers grew, Shinhan Bank had to address the congestion in the customer transactions process. Shinhan Bank soon realized that changes were necessary to handle customer inquiries...
- Case studies 2006-02-01
- Early Warning Signs Of A Troubled Business Part III
- If a customer complains to anyone, it will tend to be the salesperson or their inside contact. The complaints then tend to get funneled to the source, hoping the appropriate correction will be made. Rarely will it reach the top management. Most customers have their own problems. Occasionally, if an...
- White papers 2003-01-01
- By Whatever Name, The Call Center Is Indispensable Today
- The new customer contact centers are getting more than a name change. A massive evolution is taking place in their technology, mode of communication and their very role and function. Proponents say successful businesses must have one. Today call centers can be integrally involved in planning shipments from the earliest...
- White papers 2001-05-01
- Customer Relationship Management in the Pharmaceutical Industry
- Customer centricity has long been a guiding principle for many businesses. However, it is usually limited to marketing existing products with as strong a customer focus as possible. Corporate strategy remains basically product-centered. Customers typically have a fractured view of an enterprise. Conversely, the enterprise has only a splintered view...
- White papers 2001-09-01
- Do You Really Know Who Your Customers Are and What They Want?
- The Internet, as both a marketing and sales channel is redefining well-known customer shopping patterns and behaviours. As technology and manufacturing fast become commodities with little difference in product pricing and margins, the customer relationship is the only area where real competitive advantage is still possible. The key to meeting...
- White papers 2002-04-30
- Providing High-Volume, Multi-Channel customer contact Services for FSA
- The U.S. Department of Education's Office of Federal Student Aid FSA administers programs that disburse more than $70 billion in financial aid annually to help students pay for post-secondary education. FAS was challenged to reduce unit costs while expanding the services it provides and improving customer satisfaction. Pearson Government solutions...
- Case studies
- World-Class Call Centers - The Next Generation
- The one addition to the core list of principles is based on market growth and revenue generation opportunities. The principles driving world-class call center design include giving customers choice, providing access anytime anywhere, enabling customers to help themselves, personalizing every customer interaction, knowing your customers, enabling employees to deliver great...
- White papers 2003-01-01
- 10 Steps to CRM - How to Get Started
- A company's ability to manage its customer interactions, from prospecting, to service, to retention of loyal customers, will determine the strength of its customer relationships and ultimately its success. Success can only be achieved if every phase of customer contact is handled with the customer experience in mind. If a...
- White papers
- Contingency Planning by the Numbers
- A big part of contingency planning involves calculating costs. Costs to prevent or recover from certain events must be weighed against the cost of the actual impact should that event happen. This impact analysis involves calculating and attributing a value to each customer contact so the team can calculate the...
- White papers 2004-10-01
- Build A Centralized Sales And Marketing Database And Build Your Business
- From the executive summary: ‘Small to mid-sized businesses SMB, as they are traditionally referred to, account for the largest segment of business in the modern economy. SMB customer management seeks to dissolve the illusion of customer satisfaction and make it a reality by addressing four key business elements of customer...
- White papers 2003-01-01
- Brand Central Station: Expressing Your Brand Through E-Mail
- E-Mail is a branding tool. Keeping in mind that every customer contact has an effect on the brand, it's time to pay close attention to the way most of us reach out and touch our customers - e-mail. Today e-mail is used for advertising, moving a prospective customer through the...
- White papers 2000-03-01
- Available Customer Service and Sales Training Programs
- We develop skills-based customer service training and sales training programs designed to change behavior and improve performance in call center representatives. Each call center training program includes the HEART Model™, a paradigm of five common-sense principles that are essential to good customer communication. Our goal is to help your employees...
- White papers 2003-09-07
- IP Infrastructure: Paving the Way to Next Generation Interaction Management - Technology White Paper
- With integrated voice, email and web communications already in place, today's distributed customer contact centers are at the forefront of converged Internet Protocol IP business communications. This article discusses the business and technology aspects of leveraging current successes and best practices from IP contact centers to move towards building an...
- White papers 2003-01-13
- Making Every Employee A Brand Manager
- This whitepaper describes that many companies fail to deliver on the promise that their brand, implicitly or explicitly, makes to customers. A brand promise can be unmasked as a hollow boast at almost any point during a customer's experience with a company, product, or service. Bringing a well-designed customer experience...
- White papers 2000-01-01
- White Paper on customer contact Center Outsourcing: Why Outsource?
- This paper discusses the success of outsourcing customer care which depends largely on clearly established goals and objectives and identifying the right outsource service provider. A successful relationship would be one that lowers the costs, increases the revenue and retains the profitable relationships - a win-win for the company and...
- White papers 2003-11-18
- Customers Really Matter
- Article codes an example of Samsung’s that take CRM as a lifestyle, not a technology. It discusses the secrets of CRM, leads to the promised land of customer infatuation. In this paper, it states that CRM does not stand for customer relationship management but for customers really matter. At a...
- White papers 2002-08-01
- How "Quid Pro Quo" Selling Works
- I've recently been writing about selling "Quid Pro Quo," a concept popularized by sales guru Bob Beck, author of the book Mutual Respect. Beck believes that small companies must always demand that their clients make some kind of sales concession for every action that the...
- Blog posts 2008-04-22
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