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- Thriving in the Era of the Empowered: Josh Bernoff at APQC's 2010 KM Conference
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In this full video recording from APQC's 2010 knowledge management conference, Josh Bernoff of Forrester Research discusses the increasing power of Web-savvy consumers, the ability of these individuals to ...
Type: Presentations Topics: Customer Complaint Handling, Customer-focused Processes and Functions, KM Strategy, Knowledge and Information Management, Knowledge Management (KM) Processes: 12.3.3.1 Identify strategic opportunities to apply KM approach(es), 12.3 Develop enterprise-wide knowledge management (KM) capability, 12.3.3 Identify and plan KM projects, 5.1 Develop customer care/customer service strategy, 5.0 Manage Customer Service Industry: Consumer Products/Packaged Goods- Relevance: 53%
- Member Price: FREE
- Solvay Culture Changes as Customer Complaint Process Evolves
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Solvay Chemicals' unique customer complaints response process ensures that its customer relationships exceed those at other chemical companies.
Type: Case Studies Topics: Customer Complaint Handling, Customer-focused Processes and Functions, Culture, Organization and Management Processes: 12.4.1 Plan for change, 12.0 Manage Knowledge, Improvement, and Change, 12.4 Manage change, 5.2 Plan and manage customer service operations, 5.0 Manage Customer Service Industry: Chemicals- Relevance: 51%
- Member Price: FREE
- Nonmember Price: $50.00
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- Complaint Management Secondary Research Summary
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A summary of secondary research providing organization examples, trends, best approaches and insights. Further information may be found within the articles cited.
Type: Articles and White Papers Topics: Customer Complaint Handling, Customer-focused Processes and Functions Processes: 3.2 Develop marketing strategy, 3.0 Market and Sell Products and Services- Relevance: 47%
- Member Price: FREE
- Presentation of Findings from Customer-Centric Contact Center: A New Model
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Subject matter expert Kathryn Jackson provides an overview of the best practices learned during APQC's Customer-Centric Contact Center: A New Model study, focusing on customer centricity, study findings, ...
Type: Presentations Topics: Call Centers, Customer-focused Processes and Functions, Customer Complaint Handling, Customer Service, Customer Support, Performance Measurement, Business Excellence, Measurement, Information Technology, Knowledge and Information Management, Process Improvement, Process Processes: 5.1.2 Define customer service policies and procedures, 5.0 Manage Customer Service, 5.1 Develop customer care/customer service strategy, 5.2.1.4 Monitor and evaluate quality of customer interactions with customer service representatives, 5.2 Plan and manage customer service operations, 5.2.1 Plan and manage customer service work force- Relevance: 47%
- Member Price: FREE
- An Expert's Perspective on a New Customer-Centric Model for Contact Centers
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Subject matter expert Kathryn Jackson describes the shift from profit centricity to customer centricity, where organizations place customers at the center of business.
Type: Presentations Topics: Call Centers, Customer-focused Processes and Functions, Customer Complaint Handling, Customer Service, Customer Support, Performance Measurement, Business Excellence, Measurement, Information Technology, Knowledge and Information Management, Process Improvement, Process Processes: 5.1.2 Define customer service policies and procedures, 5.0 Manage Customer Service, 5.1 Develop customer care/customer service strategy, 5.2.1.4 Monitor and evaluate quality of customer interactions with customer service representatives, 5.2 Plan and manage customer service operations, 5.2.1 Plan and manage customer service work force- Relevance: 47%
- Member Price: FREE
- The Customer-Centric Contact Center: Crutchfield Corporation Profile
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This company profile provides a brief overview of Crutchfield's customer-centric contact center focus in the areas of experimenting with mass customization, using database information to customize relationships, and ...
Type: Case Studies Topics: Call Centers, Customer-focused Processes and Functions, Customer Complaint Handling, Customer Service, Customer Support, Performance Measurement, Business Excellence, Measurement, Information Technology, Knowledge and Information Management, Process Improvement, Process Processes: 5.1.2 Define customer service policies and procedures, 5.0 Manage Customer Service, 5.1 Develop customer care/customer service strategy, 5.2.1.4 Monitor and evaluate quality of customer interactions with customer service representatives, 5.2 Plan and manage customer service operations, 5.2.1 Plan and manage customer service work force- Relevance: 47%
- Member Price: FREE
- Nonmember Price: $50.00
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