Voice of the Customer: An Essential Ingredient for Effective Customer Management
03/25/2009
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VOC | Reg Goeke | Voice of the Market | voice of the customer
VOC | Reg Goeke | Voice of the Market | voice of the customer
In an effort to effectively improve profitability and market share gains, smart companies are leveraging voice of the customer (VOC) in the current economic crisis. Companies are leveraging Voice of the Customer for smarter cost reductions and targeted revenue growth. In this virtual case study presentation, Voice of the Customer expert Reg Goeke, co-founder of Market Value Solutions, presents how listening to the right customers will help you identifty value performance gaps and how Voice of the Customer and Voice of the Market are important strategic weapons in an economic downturn.
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Know Your Customers: Three Steps to Increasing Customer Engagement -
CRM Essentials: 3D/CRM a Paradigm Shift -
Lower Operational Costs Without Sacrificing Service -
Is CRM Dead? Should It Be? -
Baylor Health's Low Cost Motivational Programs for Enhancing Performance in the Call Center -
The Social Customer Care Plan -
Integrating Live Chat With CRM To Boost Customer Experience -
The Nordstrom Way to Customer Service Excellence -
Sorry I Have No Budget -
Quality Principles Applied to Call Center Audits
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Events of Interest
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Contact Center & Relationship Summit América Latina 2010
Hotel Casa Dann Carlton, Bogotá, Colombia
August 31- 2, 2010 -
Customer Feedback Week
Rosemont Hotel at O’Hare, Rosemont, IL
September 20- 22, 2010 -
Customer Experience Exchange
Le Méridien Beach Plaza, Monte Carlo, Monaco
November 15- 17, 2010 -
Call Centre Week Canada
Sheraton Toronto Airport, Toronto, Canada
September 13- 16, 2010
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