B customer service key metrics for managing the

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b. Customer service: Key metrics for managing the business need to reflect customer-focused measures for quality and satisfaction as well as process changes to enhance the customer experience. c. Employee training: Employees from all areas—marketing, sales, and support—must have a consistent focus that values customer service and satisfaction. d. Data collection, analysis, and sharing: All aspects of the customer experience—such as prospecting, sales, support, and so on—must be tracked, analyzed, and shared to optimize the benefits of the CRM.
98) Define the three primary components of a comprehensive customer relationship management (CRM) system.
99) Briefly describe analytical customer relationship management (CRM) systems.
100) List the ways in which collaborative customer relationship management (CRM) enhances communication.

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