Developing Customer Service Skills For 30+ Years
What is Customer Relationship Management Software? Customer relationship management software has come to refer to software, usually large in scope, that is used to manage many aspects connected with the customer experience. CRM software can cost hundreds of thousands of dollars and include a huge…
Segmentation and Understanding Your Customers What Is Segmentation? 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…
…but what is CRM for? What Purposes Are Associated With Customer Relationship Management (CRM). What Is It For? What Are It’s Functions? Customer Relationship Management has come to mean so many things, and to be such a huge elephant definition-wise, that almost anything that ultimately…
What is open source CRM? Open source software generally refers to software where the actually raw code is made available to people without charge for use or modification. Generally speaking open source software ends up evolving and developing in a community setting, often with the…
The problem is no longer getting customer information, but making sense out if. That’s the challenge of data mining: interpretation. What Is Data Mining? There’s no question that the more you know about your customers, the better positioned you are to meet their needs and…
It’s CRM jargon, but it really means customizing offers and or service based on what you know about your individual customer What Is Collaborative Filtering? Collaborative filtering is a process that allows companies to customize offers, products and services offered to customers based on their…
How is service to internal customers tied to our ability to provide service to our paying customers? What’s the relationship between “internal customer service” and customer service to paying customers? Excellent customer service is a result of a number of things, many of which are…
Convenience is THE most important factor that affects many buying decisions Convenience IS The Most Powerful Element Determining Consumer Choice Where does convenience fit in the hierarchy of factors that determine consumer behavior? One issues I’ve talked about in the past is that we in…
How to validate management decisions to avoid the pain of unintended consequences A Simple Method To Look For Unintended Customer Service Consequences Before They Become Damaging In our FAQ on how management decisions can create huge barriers — unintended consequences — to the delivery of…
Many times, customers want to be heard and treated as important even if you can’t solve their concern What do angry customers really want from me? Sometimes it seems that it’s impossible to figure out what an angry customer really wants from you and…
