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For some, CRM has been a triumph. For others, particularly customers, the case is out. Prior to making further heavy investment in new CRM technology, many organisations want to 'Sweat the asset,' make the most out of their existing investment. An eContactCentre case study describes how to 'Sweat the asset' NOW as well as to identify longer-term technology opportunities including IP, Broadband and 3G/Mobile. The key is to undertake a customer lifecycle analysis to give the customer an Expectation Shock!! - providing a customer experience perception which greatly exceeds expectation.
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