At the Speed of the Customer - CRMAdvocate: 5/17/2012

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My Take: At the Speed of the Customer
Gary Lemke, Chief Customer Advocate (May 17, 2012)

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The quality of customer experience is driven by the need for speed. And when we talk about delightful CRM, we are talking about moving at the speed of the customer.

Not faster, not slower.

Don't push them faster than they want to go. Don't hinder them from an expedient closure. Think of the story of the three bears. It has to be just right. That is why metrics like AHT are not always appropriate.

One reader responded, "I agree with removing the AHT from the CRM concept. It can never be pure speed, but appropriate and correct information centered on customer and user's needs right now."

Here are some reasons for abandoning AHT: 1) you will improve call quality scores; 2) you will improve first call resolution rates, and 3) you will improve employee morale (and retention).

Any more reason needed? I think not.

What's your take?

Gary Lemke

Other CRMAdvocate "Takes"

05.15.12 Delightful CRM 05.14.12 Quality of Experience 05.10.12 Not So Sleek CRM 05.09.12 Sleek CRM 05.08.12 Let the Small Guy Sing 05.07.12 CRM Balance 05.03.12 Feel the Tension 05.02.12 Respect the Tension more "takes"

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