FCR = First Call Resolution According to Wikipedia, FCR Means: Percentage of incoming calls that can be resolved without the use of a callback or without having the caller call back the helpdesk to finish resolving the case. You may not be a call center, but it helps to ask this question, What is your … Continue reading Customer Experience Management Concept : FCR
My sister wanted to buy a new refrigerator. I accompanied her to a local store as she wanted to get the feel for the design and physical dimensions before searching for the cheaper prices online. We approached a salesman in the store and detailed our requirements, he has started showing latest models and explained the … Continue reading Guest Post : Managing Product Defects, via Exceptional Support
Few days back, I got a marketing call from my mobile service provider, they suggested a new bill plan for me. It was very attractive, lot of benefits when compared to my current plan, and the price was also reasonable (Rs 1000). So, I decided to shift to this new plan and gave them my … Continue reading CRM : Look beyond numbers
Bangalore & New Delhi, India – July 18, 2012 News Facts CRMIT Solutions, a market specialist in delivering On Demand CRM solutions using cloud computing, is among the first companies in Asia Pacific to deploy Oracle Fusion CRM, Oracle’s newest customer relationship management solution, to manage its global sales and marketing lifecycles and enhance the … Continue reading Media Release : Oracle Fusion CRM to Drive CRMIT’s Global Sales Productivity
Just found a new online video website specializing in CRM. Cool! The URL is CRMSoftware.TV. It is a free online video resource for all things CRM. Think of it as Hulu for CRM software. On the site, you can find a variety of videos including product reviews, best practices videos and software demos, to name … Continue reading CRM Television!
Recently, I attended an event on “Idea Engineers Exchange" focusing on Customer Experiences. Many professionals / technologists / business analysts from different organizations were part of this interesting event. Sharing my notes from this event here: Session – 1 UX / CX , Channels with commerce : Intro by Prashanth Forrester, CXI , Customer exp … Continue reading Idea Engineers Exchange On Customer Experiences
CRMIT is very happy and proud to be part of Oracle's Annual Mega Event "Open World" 2012. You can visit us at their CRM Pavillion. For More details, Refer to : http://www.oracle.com/openworld/pavilions/oracle-openworld-pavilions-1597293.html