session on crm in css
DESCRIPTION
Session on CRM in CSSTRANSCRIPT
Customer Relationship Management
CRM in Customer Service and Support
Gopalan Narasimhan
Agenda – CRM in Customer Care
Customer Care - Call Centres
Call Centre Automation
Sales Support
Customer Satisfaction Measurement
Call Scripting
Cyber agents
Customer Relationship ManagementCustomer Care thru Call Centers
Customer Care Center / Call Center
¨ It is not a physical place but a Function
¨ A Place to interact with Customers— To respond to Customer needs— To solve Customer problems— To listen to complaints and resolve the issues— To help Customers— To provide info to Customers
¨ Customers experience
¨ Types— Sales and Marketing Call Centers— Customer Service and Support Call Centers— Inbound and Outbound; Blended (In+Out)— Voice and Data
¨
CRM System for Call Centers
¨ To create and integrated Customer interaction environment— To improve revenue— Higher flexibility— Higher productivity
¨ Some key Functions— Automatic Call Distribution— Predictive dialling systems – to route calls to agents when human
voice is heard— CTI – To interface voice and data networks thru open std protocol— Caller ID – To route calls based on Caller ID
Call Center Measurement
¨ Call Center Statistics
¨ Measuring Success
Customer Care Centre Changing Approach
Old Approach¨ CC – A support
function¨ Reactive¨ Customer complaints
management and providing information
¨ To cut costs
New Approach¨ CC – Valuable service¨ Proactive¨ Meeting customer
needs, customer advocacy
¨ To gain competitive advantage
CRM for CSSSystem Functionality
CSS CRMService Calendar
Accounts
Contacts
Knowledge Base
Contracts
Products
Services
Thank You!