DSC Tech Library
This section of our technical library presents information and documentation relating to CRM Service and Customer relationship management software and products. Providing customer service is vital to maintaining successful business relationships. Accurate and timely information provided in a professional manner is the key to any business and service operation.
Our CRM software application TELEMATION, was developed with this in mind. But the ability to change is just as important in this ever changing business environment.
Telemation call center software was designed from the very beginning for this environment.
Many call center managers, with unique and changing requirements, have chosen and continue to use our CRM software as their solution of choice.
Our contact center CRM solution is ideally suited for call center service bureaus.
The Customer Experience Management Concept
What does CEM look like?
What does CEM look like?
At its most basic, a Customer Experience Management system captures information about individual service events and feeds it back to the organization. The information can be gathered from customers who provide their impressions of recent service experiences, as well as from objective observers who record specific details about service execution. More sophisticated systems integrate data from both sources so that company standards and execution can be continually calibrated with customer expectations and impressions. Unlike traditional market research reporting, which is delivered weeks after the data are collected, Customer Experience Management systems feed back information within days or hours of the service event, allowing employees and managers to make small, effective adjustments on an on-going basis.
Capturing and integrating data about service execution and customer impressions is important, but it is only the first step. These data need to loop back to training initiatives so that knowledge and performance deficiencies among employees are directly and continually addressed. Furthermore, Customer Experience Management programs may extend the linkage to employee and manager incentives. Thus, front-line employees and supervisors continually receive feedback, training and rewards linked to their day-to-day interactions with customers.
Finally, a comprehensive Customer Experience Management program also incorporates key metrics related to customer behavior and profitability, such as retention rates, average purchase amounts, store sales, complaint and resolution rates, etc. The strength of a Customer Experience Management system is in its ability to continually align company performance with customer needs and behaviors, enabling companies to make small, day-to-day adjustments as well as enterprise-wide changes.
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