O'Reilly logo

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

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

Chapter 12. Measuring Process: Promises, Promises—Service Level Letdowns versus SP3M™

So you want to set up the best CRM program in your industry and you have already:

  • Benchmarked your customer service center

  • Benchmarked and measured your employees

  • Mapped out all your processes

  • Removed extra steps by business process reengineering

  • Bought technology that enables your people and processes

After all the benchmarking, planning, and changing, what happens if along the way a department manager or a call center agent doesn't do what they said they would? You can have all the pieces of CRM in place, but without a solid agreement on who is going to manage what, by when, with specific measurements, the chances of having and maintaining a successful CRM implementation ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required