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Results for: 5.3.1 Measure customer satisfaction with customer requests/inquiries handling (x)
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Employee Recognition Programs

APQC's perspective on metric data from APQC's Open Standards Benchmarking Collaborative related to Employee Recognition Programs.

Type: Benchmarks and Metrics  Topics: Balanced Scorecard, Business Excellence, Measurement  Processes: 5.3.1 Measure customer satisfaction with customer requests/inquiries handling, 5.0 Manage Customer Service, 5.3 Measure and evaluate customer service operations 
  • Relevance: 49%
  • Member Price: FREE
Formally Measuring Customer Satisfaction

APQC's perspective on best practices related to formally measuring customer satisfaction, featuring case examples from Texas Instruments, NASA.

Type: Best Practices and Business Drivers  Topics: Customer Satisfaction, Customer-focused Processes and Functions, Measurement, Business Excellence  Processes: 5.3.1 Measure customer satisfaction with customer requests/inquiries handling, 5.0 Manage Customer Service, 5.3 Measure and evaluate customer service operations 
  • Relevance: 48%
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Customer Satisfaction Measurement Secondary Research Summary

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 Satisfaction, Customer-focused Processes and Functions, Measurement, Business Excellence  Processes: 5.3.1 Measure customer satisfaction with customer requests/inquiries handling, 5.0 Manage Customer Service, 5.3 Measure and evaluate customer service operations, 5.3.3 Measure customer satisfaction with products and services 
  • Relevance: 47%
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Managing the Total Customer Experience (Best Practices Report)

Examine how successful organizations make the business case for shifting to a customer-centric approach in Managing the Total Customer Experience .

Type: Reports and Books  Topics: Customer Loyalty, Customer-focused Processes and Functions, Customer Relationship Management, Customer Satisfaction  Processes: 1.1.2 Survey market and determine customer needs and wants, 1.0 Develop Vision and Strategy, 1.1 Define the business concept and long-term vision, 5.3.1 Measure customer satisfaction with customer requests/inquiries handling, 5.0 Manage Customer Service, 5.3 Measure and evaluate customer service operations 
  • Relevance: 47%
  • Member Price: FREE
  • Nonmember Price: $295.00
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Aligning Customer Satisfaction and Delivery Costs

This presentation from a facilitated customer session, walks you through the beginning steps of aligning customer satisfaction and delivery costs using customer value analysis and activity based accounting.

Type: Presentations  Topics: Customer Value Analysis, Customer-focused Processes and Functions, Measurement, Business Excellence  Processes: 5.3.1 Measure customer satisfaction with customer requests/inquiries handling, 5.0 Manage Customer Service, 5.3 Measure and evaluate customer service operations 
  • Relevance: 47%
  • Member Price: FREE
Customer Relationship Management: Adding Competition Back to the Mix

Are organizations doing enough to build competitively superior customer relationships?

Type: Articles and White Papers  Topics: Customer Relationship Management, Customer-focused Processes and Functions  Processes: 3.1.1.2 Identify market segments, 3.1 Understand markets, customers, and capabilities, 3.1.1 Perform customer and market intelligence analysis, 5.3.1 Measure customer satisfaction with customer requests/inquiries handling, 5.0 Manage Customer Service, 5.3 Measure and evaluate customer service operations 
  • Relevance: 46%
  • Member Price: FREE
Managing Customer Knowledge: New Demands Need New Approaches

This presentation delves into how effective customer relationships depend on extraordinary customer interaction supported by superb customer knowledge.

Type: Presentations  Topics: Marketing and customer, Knowledge and Information Management  Processes: 1.1.2 Survey market and determine customer needs and wants, 1.0 Develop Vision and Strategy, 1.1 Define the business concept and long-term vision, 5.3.1 Measure customer satisfaction with customer requests/inquiries handling, 5.0 Manage Customer Service, 5.3 Measure and evaluate customer service operations 
  • Relevance: 46%
  • Member Price: FREE
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