Thought Leadership: The Customer Contact
There are many theories and practices employed by customer contact organizations. From academia to the front-line, there are many approaches to mastering the customer experience.
Many business consulting firms believe that an “off-the-shelf”, pre-packaged solution can be applied to an organization – much like some operations support system vendors of the past. The technology industry has learned that this “cookie-cutter” approach to business operations has serious constraints and adversely affects success of implementations - creating a difficult ROI for the client. Substituting operational experience and “lessons learned” with a presentation template provides a similar affect.
One of the critical thought-processes for assessing 3rd party involvement in either operational excellence or customer relationship management engagements is the matching of approach with the strategic intent of the operation.
IBF Management offers the following discussions on methodology and customizable framework for elevating customer contact organizations to world-class levels of operational accuracy and efficiency; customer service management; and revenue optimization – based on cross-industry benchmarks and thought-leadership in mastering the customer experience.
Mastering the Customer Experience
Approach to Customer Relationship Management
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