Customer Service Skills Knowledge Base and Frequently Asked Questions
What Is Segmentation?
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Books by Bacal
• Defusing Hostile Customers Workbook
• Perfect Phrases For Customer Service
•Free customer service tips and techniques and customer service scripts
• Defusing Hostile Customers Workbook
• Perfect Phrases For Customer Service
•Free customer service tips and techniques and customer service scripts
Customer Service Knowledgebase Q & A
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Customer Service Discussion List
Customer Service Library Online
• Most Recently Added Customer Service Resources
• Most Popular/Viewed Customer Service Resources
Customer Service Discussion List
Customer Service Library Online
• Most Recently Added Customer Service Resources
• Most Popular/Viewed Customer Service Resources
Segmentation is an analytic process that involves grouping your customers into categories or market segments to understand your customer base (current and potential), and to assess the value of various segments to your business.
With the ability to data mine, and the current capabilities of CRM solutions to analyze data, it's now much more practical to do this kind of analysis.
Robert Bacal is the author of two books on customer service: Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation, and Defusing Hostile Customers Workbook. Most of the questions and answers in the Customer Service Knowledgebase (which you are reading now) is based on the material in these books.