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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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A Bank Case Study in Peer Benchmarking

We will start with measuring how a company can benchmark a CRM center. With that baseline, you can begin to understand what in the CRM process might need further attention. We'll provide a case study for benchmarking a call center so that we are not talking in theory, but giving you a real-life scenario so that you can see how someone else used benchmarking to change the way they are providing service. We will then look at case studies and tools to measure employee performance (the people who are providing the customer service and managing the customer relationship). We will also look at technology that helps to garner information about why customers are not happy, and with that information, how major business ...

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