By Newman, Moskowitz, Chang, Brahmadesam
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Additional resources for A Steganographic Embedding Undetectable by JPEG Compatibility Steganalysis
After all, it is much easier to measure the cost of customer care than it is to measure the (sometimes) qualitative impact of satisfying customers. Short decision horizons driven by depressed economies only exacerbate this problem. A major challenge is to create a balance between the need for immediate cost compression and the medium- and longer-term goals of strengthening and rebuilding customer relationships. For almost all companies, there is ultimately much more to be gained from managing the customer properly than there is from simply compressing cost by moving labor offshore or by introducing a piece of technology that may assist in eking out a bit more productivity.
I fly to their sites and make sure that they know we appreciate their business. We talk about new opportunities and the growth of their existing business. If you are in the business of managing client relationships, you very quickly learn that there is nothing more important than live communication. Although we talk on the phone often enough, it’s a completely different relationship if you are able to meet the person face-to-face and interact on that basis. Chapter 7: The Service Side of CRM 43 44 Chapter 7: The Service Side of CRM Customer Service Issues The three rules I try to help people implement are: (1) be honest with your customers, (2) listen to your customers, and (3) interact with your customers in a consistent manner.
When the basic terms and conditions of the negotiation are complete, both parties should say, “Let’s define in our relationship – in our contract – what the values are going to be that we’re going to be measured against. ” The answers to these questions should go well beyond traditional call center service levels; they should be a means to measure true business results and should be documented clearly in the contract. It is also important to do continuous business reviews to look back and see if, in fact, the partnership is trending and tracking to outstanding overall customer satisfaction.