Customer Process Management (CPM) merges the domains CRM and BPM. It effectively and efficiently manages customer contacts and the processes that follow as a consequence. CPM aims at an increase in customer satisfaction, productivity and operating profits. One of the indicators that will improve by CPM is the First Time Right ratio. The higher this ratio, the better it is.
Tuesday, August 31, 2010
Thursday, August 26, 2010
A lot of companies execute customer service strategies to delight their customers. When a customer files a complaint, by phone, mail or another channel, a well trained customer service representative (CSR) will do his utmost to satisfy the customer. Maybe you have had some experiences yourself when contacting your phone company, cable provider, insurance company or energy supplier. You just had a simple request, but you had to call back a few times to get it fixed.
Tuesday, August 24, 2010
Zappos.com is a US based online retailer. Initially it started selling shoes online but now zappos.com offers a wider range of fashion items. The company was built from scratch and turned in just one decade into a huge succesful online retaler grossing $ 1,2 billion in revenues in 2009. What did zappos.com do to get from zero to a billion dollar venture and what can we learn from it?
Thursday, August 19, 2010
"Stop trying to delight your customers". To really win their loyalty, forget the bells and whistles and just solve their problems. This is the title and subtitle of a Harvard Businsess Review article, issue july/august 2010 by Matthew Dixon, Karen Freeman and Nicholas Toman. They are associated with the Customer Contact Council, which is a division of the Corporate Executive Board.
Tuesday, August 17, 2010
Customer Process Management (CPM) is focussed at customer contact processes and the continuous improvement of internal customer processes. CPM results in an increase in customer satisfaction, productivity and operating profits. Unique marketing and sales opportunities arise by making available all relevant customer information to customer contact employees.
Thursday, August 5, 2010
How do organizations ensure that employees improve productivity during customer interaction events? How do they do that without compromising on customer satisfaction? How can organizations achieve an increase in sales volume? How can organizations instruct their employees? How can organizations increase employees' accountabillity? How do organizations implement this all? How will they get the employees to participate?
Tuesday, August 3, 2010
Customer Process Management focusses at customer contact processes and the continuous improvement of internal processes. As a result customer satisfaction, productivity and profit will increase. One of the indicators that will improve is First Time Right ratio.