April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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6.3 Technology and business tools to support CRM 211
Chapter 6
upsell or cross sell products or services, or knowing that a customer uses sev-
eral sources of interaction with a supplier may also provide opportunities to
enhance the relationship.
In building toward a CRM solution, the organization must analyze how
well it is aligned to deliver the following core capabilities:
Customer value management
Prospecting
Selling
Collection and use of customer intelligence
Customer development (upselling and cross selling)
Customer service and retention
Ultimately, the success or failure of CRM depends on the capability of the
organization and its ...
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I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.