Increase customer satisfaction? Reduce effort.

One might wonder how many times customer call up a company, after they have already visited the website. These numbers don't show up in KPI reports and metrics such as average handling time and first time resolution. But one can take into account the effort a customer has to take to have an issue solved or a question answered. Take a look at this example, pretend it is your company:

No mistake, First Time Right

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.

Smiling customers at Zappos.com

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?

Drop Average Handling Time

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?

First Time Right

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.

Improve Average Handling Time

A valid question for customer service organizations and its managers, is how to improve Handling Time Average (AHT). But by improving AHT customer service representatives (CSR) can lose focus on the main goal of the customer service center: serving customers. So, how does an organization improves its AHT will it still satisfies its customers?

Increase your profitability

Customer Process Management is aimed at continuously improving customer contact processes and the internal processes which follow as a consequence. Its goal is to increase customer satisfaction, productivity and operating profits. By making available all relevant customer information, to customer contact employees or CSR, organizations can achieve these goals.

CRM + BPM = CPM

Customer Process Management is the merger of Business Process Management and Customer Relationship Management and it has led to a step forward in the area of Customer Interaction Management. Understanding that, why should an organization consider CPM?

Processes which follow on customer contacts, like a phone call, usually extend departments and involves several employees. For exemple, a customer calls or sends an email with a question about an invoice and he or she want to pass on a change in address as well. CPM manages these processes in a flexible, effective and efficient way. As a result, the Average Handling Time significantly decreased.