- Content Management
- Content Management
- Digital Asset Management
- Document Management
- CRM
- Call Center
- Contact Management
- Customer Relationship Management (CRM)
- Customer Service
- eCommerce
- Lead Management
- Marketing Automation
- Sales Force Automation
- Search Marketing
- ERP
- Accounting
- Enterprise Asset Management (EAM)
- Enterprise Resource Planning (ERP)
- Enterprise Service Automation
- Financial Management
- Product Lifecycle Management (PLM)
- Professional Services Automation
- Supplier Relationship Management (SRM)
- Supply Chain Management
- Warehouse Management
- Human Resources Management
- Human Capital Management
- Performance Management
- IT Management
- Email Security
- Help Desk
- Internet Security
- IT Asset Management
- IT Compliance
Total Customer Management: SSPA Looks Beyond Break/Fix to Customer Intimacy
What you will learn:
Sometimes businesses don’t WANT a relationship; they want a transaction. But there’s a movement out there—both from customers and service executives—to focus on the quality of the relationship over individual technology metrics.
It’s true that customer service organizations are sometimes so focused on implementing technology and solving break/fix issues that they forget about the customer who has to use the product. Wouldn’t it be great if you could cut handle times, divert calls to self-service AND build customer satisfaction? Yes, it can be done!
Join industry guru John Ragsdale from the SSPA along with KNOVA’s Pete Strom for a lively, interactive discussion on the importance of customer intimacy and ways to leverage technology to enable and support a customer-centric culture.
Tags: CRM, Customer Service, Customer Intimacy
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