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 ...
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