Summary
Customer Relationship Management
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How well do your customers treat you?
A new idea has emerged to predict customer retention. Instead of measuring how well businesses are treating their customers, businesses are starting to measure how well customers are treating them.
When it comes to understanding and servicing their customers, many businesses could be sitting on a gold mine. While investing in costly surveys and focus groups to measure customer satisfaction, they ignore a wealth of customer information, streaming in daily from multiple channels. Companies strive to answer every e-mail, phone call and online query from clients, but never actually examine the wealth of collective customer feedback right in front of them about emerging market trends, often-cited problems or...See the full content of this document
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