Empirical Rationalism and Other Oxymora
How May You Help Me?
Here is an article on customer self service that I wrote for CRM Buyer.
A successful self-service strategy does not solely focus on pushing customers to the Web to drive down costs and relieve overburdened call center agents. Instead, it is about giving the customer options to service their own needs through the channel of their choice.
| Print article | This entry was posted by Andrew on June 21, 2007 at 8:01 pm, and is filed under Customer Management. Follow any responses to this post through RSS 2.0. You can leave a response or trackback from your own site. |
No comments yet.
No trackbacks yet.
Is the War for Talent Over?
about 1 year ago - No comments
The economist suggests that as economic conditions continue to take precedence, the focus on HCM issues will wane: The biggest loser in the struggle for power will be the human resources director. In the past five years HR has been enjoying the greatest power it has ever had. The “war for talent”, which companies have
New Research on Sales Effectiveness
about 3 years ago - No comments
I am working on a new study on sales effectiveness: The research will examine the methods, processes and technologies that sales management can use to improve sales productivity from the point of view of the salesperson. Recommendations from the study will help managers improve close rates, reduce sales cycle times and increase the proposal bid-to-win
Keep Your Best [Customers], Fire The Rest
about 3 years ago - 1 comment
As I am settling into my new role, I am starting to look at what my research agenda is going to look like over the next year or so. Right now, I am working on a study on customer value management for publication in June. Basically, the study: identifies and examines customer value metrics and
