Project Management

The Role Of Quality In CRM Services Managing Quality In Customer-Driven Organizations

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Executive Summary

For enterprises that depend on customer relationships to generate sales, better business outcomes, and future opportunities, the quality of those relationships is absolutely vital. Proactive organizations are now taking a more expansive and innovative approaches to Quality Management (QM) in contact centers and other Customer Relationship Management (CRM) efforts. By leveraging a broader array of QM capabilities, organizations can reduce costs, gain peace of mind through reduced risk, improve customer satisfaction, and create new revenue opportunities.

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