 OUR TAKE -
Customer Form and Face
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I dream, I test my dreams against my beliefs, I dare to take risks, and I execute my vision to make those dreams come true.
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Walt Disney
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Wouldn't life be simple if things could easily be segmented into neat and orderly categories? When I asked the question last week if executives worshipped customers as heroes or if they suffered from transaction myopia, it would have been convenient to say that all executives fit into one of the two categories. The real world is not that simple.
Reader feedback has reached levels I haven't seen in months. That tells me this is an important topic to many of you. So this week I will highlight a few additional perspectives for your consideration. Consider this one:
"My business (live performing arts) has been difficult. But what helps tremendously is that our entire team - from our CEO right down to our guest services staff - can see the bottom line impact of our customers by simply looking at empty seats during a performance. I truly believe putting a form and face to our customers really helps us connect the dots. Remember that old TV commercial where the CEO hands out plane tickets to himself and his staff to go visit their customers rather than communicate by phone and email? Right on - it helps."
The reader goes on to suggest that many businesses do not have such a visual representation of the customer (or lack thereof) but suggests a full warehouse of inventory is also a signal of missing customers? Let's add empty airplanes, expired produce/meats in the grocery store, unused software licenses, etc. What is the form and face of your customer?
Gary Lemke, Publisher
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As of 4:00 p.m. on 1/15/10 |
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 NEW IN CRM
Article: Doctors Taking Calls Drive Improved First Call Resolution
When your first call resolution (FCR) rate is zero, it's pretty clear that your customer service operations have room for improvement. Such was the case when Group Health Cooperative, a provider of health insurance and healthcare in Idaho and Washington, embarked on a project to improve not only customer satisfaction but patient care.(SearchCRM
)
News: Home-Account Selects Callidus for Commissions Management
Home-Account, a mortgage finding service company, has selected Callidus Software to track and manage sales commissions and settle disputes. Callidus Software’s self-service Force.com application, Commissions Manager, helps companies execute and deliver on corporate sales targets through an ongoing dialogue with sales professionals. Sales professionals can track their deal status and projected commissions, initiate claims for credit and payment on closed deals, and track the status and amounts of paid and pending commission as part of their day-to-day opportunity management.(Callidus
)
News: Inside Sales Organizations Implement Live Chat Solutions7
LivePerson and Aberdeen Group announced the availability of a new research report entitled, "Inside Sales Enablement: Let Them Drink Coffee!" The report reveals that live chat solutions are among the top technology enablers implemented by best-in-class inside sales organizations. The research cites several business pressures facing sales and marketing departments, such as too many leads for the field sales team to cover, increased customer demand for better service or value, the need to improve sales forecasting and accuracy by filtering quality of leads through inside sales, and organizational expansion into new geographical territories. (LivePerson
)
Article: Video, At Your Service
When this year’s Customer Service Week began in early October, it happened to coincide with the International Customer Management Institute’s (ICMI) weeklong Annual Contact Center Exhibition (ACCE), the self-proclaimed “global gathering of the contact center community.” Veterans of prior ACCE events may have noticed a new addition to the conference scene, a result of which came out of a desire to “really showcase the positive customer experience,” says Ruthann Fisher, executive vice president and global brand director of the ICMI. How? During a particular marketing brainstorm session, one idea took hold—a video contest. (DestinationCRM
)
News: Activa Live Chat Extends its Salesforce.com Integration
Activa Live, a provider of live chat software for customer service, support and proactive online sales, announced a new release of its Salesforce.com integration expanding integration’s features and adding new capabilities. The company’s Activa Live Chat application helps live chat agents by providing access to all of their Salesforce.com objects. Information from custom variables and pre-chat forms can be mapped directly to object fields, enabling an Auto Query feature that instantly finds matching records in Salesforce.com when a chat starts. (Activa
)
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