292 Index
Customer interaction
corporate functions and, 204
maximizing value of, 213
Customer interaction center
defined, ix
See also Call center; Contact center
Customer interface, 280
Customer knowledge
integrating corporate functions with,
206
managing, 223
through CRM, 209–211
transforming to customer value, 213
Customer loyalty, 112
active loyalty, 278
customer relationship management and,
239
employee environment and, 116–117
Customer premise equipment (CPE), 29–30,
34, 270
Customer relationship management (CRM),
39, 199–243
advanced WFM to support, 67–68
alert/response applications, 230–233
analytical, 278
analytics model, 236–228
architecture, 279
business-focused, 241–242
business tools for, 206–214
checklist, 239–240
collaborative, 279
components of infrastructure, 224
customer-centric focus and, 211–214
customer experience and, 238
customer focus and, 217
customer information management
strategies, 204–206
customer input to, 229–233
customer knowledge through, 209–211
defined, 279
electronic, 280–281
employee environment and, 113
exact transaction analysis, 227
integrating with existing systems, 230–231
integration with other functions,
202–203
issues and tactics, 226–229
IT-focused, 241
as long term, 201–202
new marketing paradigm and, 207
one-to-one, 217
operational, 281
planning, 201
planning phase, 214–217
privacy and, 228
program management, 233–236
rationale and methodology, 200–204
rationale for, 228–229
relationship technologies, 227–228
strategies. See CRM strategy; 12-stage
CRM strategy
success factors, 243
support mechanisms, 240–242
technology and, 201, 205–214, 216–217
“test and learn” process, 222
value to business, 236–240
workshops, 226
Customer relationship management (CRM)
database, 193
Customer relationships
developing long-term, 208
outsourcing and, 125
Customer retention, 280
Customers
as company’s focus, 23
consistent view of, 177
daily relationship with, 4
e-mail, unsatisfied, 73
expectations of, quality and, 88
experience of, workforce optimization
and, 112
guidelines for meeting needs of, 162

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