December 2001
Intermediate to advanced
272 pages
7h 29m
English
book
Customer Relationship Management: The Bottom Line to Optimizing Your ROI
by Dr. Jon Anton, Dr. Natalie L. Petouhoff
Content preview from Customer Relationship Management: The Bottom Line to Optimizing Your ROI
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One Company's Story
The Customer Service Issue
What would make your customers loyal: Having them file a class action suit against you or your providing a grandfather clause? The call center manager at a major airline noticed a little spike in calls from passengers in weeks 9 to 13 of a 21-week overview of call volume.
| Report Types | Possible Audience(s) |
|---|---|
| Trending | Executive Level |
| Diagnostic | Marketing |
| Frequency | Sales |
| Drill Down | Public Relations |
| Event Driven | Call Center |
The Unknown Danger
What was causing this spike and what impact might it have on retaining customers and increasing revenues?
The Call to Action Opportunity
In this case study there are a number of departments that could use ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
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.