CRM and Sales Force De-Automation
Is CRM software killing your company? Beware the curse known as company de-automation.
Knowledge Base
Customer Loyalty versus Customer Satisfaction – The Real Difference
There are many real-life factors associated with securing and solidifying a business relationship, like costs, service and reputation.
Mystery Shopping – Mysterious Ways to Improve Customer Care
Performance analysis and mystery shopping is crucial for any modern business. It is an important part of improving quality of service and enhancing sales.
CRM Glossary
The A-Z of Customer Relationship Management Learn the CRM jargon and the most commonly used buzzwords. Analytical CRM Analytical CRM uses Business Intelligence (BI) and data mining to report on and predict customer behavior. Back Office Administrative staff of a company who do not have face-to-face contact with the company’s customers such as operations, IT … Read more
What is a Customer Service Supervisor?
The Customer Service Supervisor plays a key role in the management of the customer service department. Duties of the Customer Service Supervisor can vary from one organization to another but supervisors are often responsible for the smooth running of the customer service operation. They may be responsible for the supervision of Customer Service Representatives (CSRs) … Read more
Customer Service Policy – What is it?
These days most organizations have a customer service policy. This is because customer care is becoming more important as companies strive for better customer engagement.
Customer Service Variables
Predicting how customers will behave is a challenging business. This is because there are a number of important variables.
Customer Service Job Description
You may be interested in a customer service Job description from two points of view. Firstly, you may be an employer who wishes to fill a customer support role. Secondly, you may be a prospective employee searching for a position in customer service. Let’s look at the first requirement. As an employer, it is important that … Read more
Definition of Customer Management
In today’s complex business world, a company must ensure it has the right systems in place for managing customers. Here we define what is meant by Customer Management.
Definition of Customer Service
Customer service is often seen as an activity, performance measurement and a philosophy. That is why generally speaking, one single customer service definition does not exist. Let’s give it a shot anyway.
What is a Customer Service Advisor?
Roles and responsibilities of a Customer Service Advisor. This important job position is responsible for interacting with customers and providing information in response to product or service enquiries. The customer service advisor communicates with clients in variety of ways; by telephone, by e-mail, fax, snail mail or face-to-face. Some will spend most of their day … Read more
Centralized Customer Service Benefits
Bringing together your customer service operations in one central place can have many benefits. Centralizing customer service departments can reduce costs. This can be achieved because it is usually less expensive to rent and operate one premises instead of several, in different locations..
Customer Service Facts
68% of customer defection takes place because customers feel poorly treated. Source: TARP It can cost five times more to buy new customers than retain existing ones. Source: TARP 1% cut in customer service problems could generate an extra £16m in profits for a medium-sized company over 5 years. Why customers quit: 1% die 3% … Read more
Customer Service Employment
If you are looking for a job in customer service then gaining employment in your chosen field is going to be your number one goal..
Customer Service Training
Ongoing development of key skills is essential for anyone who aims to provide great customer service..
What is a Customer Service Agent?
The basic function of a customer service agent is to provide a friendly service to internal and external customers.
CRM Software
CRM Software Guide – Select you Customer Service Software system from our CRM Software list..
Customer Service Resume
The purpose of having a resume or curriculum vitae (CV) is to secure an interview and ultimately land you the job that you desire. In this section you will find a useful example of a Customer Service Resume..
ACT! Contact & Customer Manager
ACT! is the #1 selling contact and customer manager. With ACT!, you can access key contact and customer details, manage relationships and help improve the bottom line..