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Customer Market Segmentation |
The subdivision of a market into discrete customer groups whose members share similar characteristics.
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Customer Relationship Management (CRM) systems are systems that enable companies to easily collect data and information about their customers. This information assists in gaining a better understanding of customer needs, expectations, purchasing preferences, and buying history etc, and allows the company to more comprehensively plan and implement strategies that serve those customers more effectively. As a result CRM systems provide an opportunity to acquire, retain, and increase business.
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Call Centre Representatives |
A Call Centre is a department within a company, or a third-party organisation, which manages telephone sales and/or services. The term "Contact Centre" may also be used, and this relates to the primary purpose of the centre i.e. receiving incoming calls from customers that desire to make contact with the organisation. The name "Contact Centre" may also reflect the multiple channels through which customers can communicate and make contact with the centre e.g. email, fax, telephone, web sites.
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Customer Satisfaction Surveys |
A survey designed to obtain customer feedback on satisfaction with an organisation's products and/or services.
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Customer Complaints Resolution |
A process by which customer complaints are resolved.
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