The Service VP’s Guide to Delivering Results with CRM

March 28, 2011

In most organizations, the customer service department has one, over-arching objective: process as many customer cases as possible at the lowest possible cost. Odd isn’t it? Your sales team, marketers and probably other parts of the organization know better, but the thinking that customer service is a cost center still prevails. The fact is, customers don’t do business with companies when the service department lets them down.

You need to implement a process and supporting technology aimed at creating a consistently positive experience for all customers.  In this paper, we will look at proven strategies for aligning your service team and their activities to create brand loyalists – customers who will come back time and time again.

You will learn:

  • Best practices for decreasing interaction costs and increasing revenue per interaction
  • Key criteria for selecting the right supporting technology
  • How to integrate the contact center with the over-arching CRM strategy
  • The advantages of working with an end-to-end technology vendor

It’s time for us to shift our thinking. It’s time to shake off the cost-intense reputation of service, and consider the possibility that our service teams can more than earn their keep, given the right tools.

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