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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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Focus on Analytics

CRM analysis can deliver the ability to examine business operations and customer interactions from multiple angles with the right technology. In the following case studies we want to show examples of how technology can deliver information not only about the services being provided but lead to the discovery of new information, that, if missing, could demoralize employees or cause major customer attrition. In the first case study, we look at the value of training employees and in th e second one in Chapter 11, how understanding customers' complaints and responding to them can make or break a company's profit and loss statement.

The Issue

The issue in this case study was to see how quickly the bank customer care employee could ...

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