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Self-Service CRM Competency

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Self-Service Customer Relationship Management

Most processes where your organisation interacts with the customer has already been optimized. Specialized teams are already dealing with specific processes, and maybe you have already setup a call center specialized in answering any customer request. Measuring your customer contact staff by how many business transactions they process per day? Maybe all thoses standardized processes need not be dealt with by your valuable and creative people. Maybe some customers prefer to serve themselves. Maybe those customer contact staff should be measured on how few business transactions they deal with.

Implement a self-service web-site, focusing not only on optimising the individual process with the customer, but the total life cycle from before the customer chose you as his partner, by using 3rd party, trustworthy marketing material. Let him become your customer; deliver or support the delivery of services and products; install and make the products usable to the customer; assist, service and offer more products and services before the customer even ask for them (and before he asks the competition).

Then let your people spend their time truly building relationships with your customers!

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