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Call Center Customer Relationship Management Handbook and Study Guide Version 2.1 by ICMI Press (International Customer Management Institute) (Paperback / softback, 2003)

About this product

About this product

Product Information

This handbook is part three of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. The Call Center Customer Relationship Management Handbook and Study Guide provides call center professionals with the information they need to build customer relationships effectively. It begins by exploring key customer relationship management principles, including the value of customer satisfaction and loyalty, and customer segmentation. Measuring customer satisfaction is the focus of the second section of the guide as it provides practical information on measurement methodologies and contributors to customer satisfaction. The guide then transitions into establishing strategies that support organizationwide objectives and align people, processes and techlogies with these goals. The fourth section of the guide highlights the importance of a cross-functional approach to customer relationship management and places the responsibility for initiating this involvement squarely on the shoulders of the call center professional. The study guide's final section includes actionable guidance on supporting customer relationship management with invative techlogy, effective processes and essential employee development.

Product Identifiers

Publisher
Icmi Press (International Customer Management Institute)
ISBN-10
0970950764
ISBN-13
9780970950765
eBay Product ID (ePID)
184484318

Product Key Features

Format
Unsewn / Adhesive Bound, Trade Paperback (US), Paperback / Softback
Language
English
Subject
Sales & Marketing

Additional Product Features

Edited by
Debbie Harne, Brad Cleveland
Series Title
Icmi's Handbook/Study Guide
Content Note
Black & White Illustrations, Black & White Tables, Figures
Date of Publication
01/02/2003
Edition Statement
2nd
Country of Publication
United States

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