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Customer Relationship Management: The Bottom Line to Optimizing Your ROI by Dr. Natalie L. Petouhoff, Dr. Jon Anton

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People are the Key to Implementing CRM Change

Tom Peters (1988) shares two customer service stories about when bad things happen to good customer contact centers and the anger and anguish of real business owners at defects in products and services. Both companies were having problems with customer service and quality. After an influx of negative customer service calls, each company organized meetings to deal with the situation.

Company A

Acompany that made cabinets was having a high failure rate. Their approach to a problem was to analyze everything. How many doors fell off? What percentage of doors fell off? How much would it cost to stick 'em back on? What were the chances of getting sued? How much advertising would it take to counteract the ...

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