White Paper: Plantronics
In today’s omni-channel world, customer service centers play a vital role in building brands and growing revenues. The outcome of all the customer interactions is the customer experience, and it is this experience that the customer associates with your brand.
Organizations need to rebuild around the customer experience and ensure every department understands its role in delivering the best possible service.
This whitepaper explores the ways customer service centers can make small, incremental changes to deliver the service quality that customers now demand.
How do customer service centers that shift to a customer-centric model can maintain the gains?
How customer service centers help build the brand in the face of growing customer power, expectations, and scrutiny?
Issue of management recognizing the value of customers and CSRs
By: BPM Partners
How does a hybrid approach to performance management disrupt conventional solutions while preserving the value of spreadsheets? The hybrid approach to performance management is basically a design approach that combines a centralized database, workflow, and protective governance of spreadsheets for both input and output vehicles. This whitepaper examines the tradeoffs of the relatively new hybrid approach, and how it wraps data governance around the spreadsheet as an input vehicle. In this whitepaper, you’ll get to know more about: How spreadsheet-based performance management provides a competitive advantage, extends performance management into other application areas, and lowers risk How hybrid solution imposes workflow on data collection and the protection of audit capabilities around budgets and report numbers that export to a spreadsheet for analysis and usage The benefits of mixing Excel spreadsheets with key aspects of packaged applications for business performance management
By: Platinum DB Consulting
Corporations across the full spectrum of industries have been planning and executing projects since their founding. Across the passage of time methodologies and processes mature, tools are introduced and enhanced, knowledge is acquired and shared, practices (both good and bad) become ingrained into the corporate culture. For many of these businesses anything greater than a minor change to the status quo presents a major challenge, especially if the change is not sponsored by Senior Management and the benefits are not readily identifiable and quantifiable by those impacted. If the architects of change fail to address the critical question that is asked or implied by all interested parties and stakeholders, “What’s in it for me?” the initiative, whatever it is, will be at severe risk of failure.
What is Customer service ?
Customer service is the support one offer his customer, before, during and after they purchase your product or service. This service depends on employees who can adjust themselves to the personality of their customer. More than answers, it’s about the promise, your brand gives to the customers. Priority given to customer service varies from organization to organization. A company that values good customer service might spend a lot on training their employees, in comparison to organizations
What is Customer Relationship Management ?
Customer Relationship Management is a set of practices, technologies, and strategies followed by companies to bring in a healthy customer interaction environment. For Customer Relationship Management, organizations use software systems to keep a record of customers’ contact information across different channels and track customer activity. These systems also consist of information related to customer care staff, sales leads, and even history of customers.
What is Customer Loyalty ?
Customer Loyalty refers to the tendency of the customer to continue availing the products, solutions or services from the previous supplier or seller, owing to satisfaction in the usage of the product despite situational changes. It is a measure of success for the seller as customer retention drives multiple positive impacts for a business. Customers could be loyal either to a specific product of the company or to the company brand as a whole.