Business Administration - Financial Planning RFC127 Study Guide - Midterm Guide: Automatic Call Distributor, Customer Relationship Management, Interactive Voice Response
26 Oct 2016
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(cid:862)a coordinated system of people, processes, technologies and strategies that effectively integrates organizational resources and multiple channels of communication to enable customer interactions that create (cid:448)alue for custo(cid:373)ers a(cid:374)d the orga(cid:374)izatio(cid:374)(cid:863) Ql (qms) = quality listening or quality management system. They want personalized solutions to their needs. They expect services and products that deliver beyond what is promised. They are looking for a relationship and not unlike any other relationship they want to respect: looki(cid:374)g for respect a(cid:374)d they (cid:449)o(cid:374)"t hesitate to go so(cid:373)e(cid:449)here else, want personalized solutions, product attributes are unimportant. They want to know it can do for them, not what they are, service not stuff: they want goods/services that deliver beyond what is promised. Trends and customer contact the changing paradigm. Customer preferences: customers want to use different media types, based on: Personal preferences and needs: comfort with alternative technologies, email is pervasive, millions of people on the web, access to fax and other options.
