Let Customers Have the Last Word on Service
Customer Relationship Management (CRM) strategies must transcend qualitative criteria of customer satisfaction, according to Infosys' expert. Our expert blogs on developing process frameworks and tools based on the needs of customers in 1to1Media.com.
Companies must set quantitative goals for the customer experience by ensuring that customer touch points are-
- Useful: Service must be supplemented with metrics to gauge the value and effectiveness of customer interactions
- Accessible:Ownership goals must be set for each point of contact to maximize the interaction
- Appealing: Customer feedback must be incorporated to enhance the appeal of contact centers
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Reproduced with the permission of 1to1Media.com
Author
Badrinath Srinivasan, Principal Consultant, Enterprise Solutions, Infosys Limited
Badrinath leads major greenfield upgrade and rollout programs across industries. He has made significant contributions to customer delight and program management initiatives. Badrinath can be reached at
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