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Aligning People and Process to Drive Performance

Thursday, 14 January 2016 10:46

90 Seconds to Improve Your Business - Voice of the Customer Part 2

Written by  Henry Morley
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According to “Think Round,” by Martha Pease, 90% of most organizations’ staff do not touch a customer, however, they strongly influence the customer experience.

In our previous video, we talked about how CRM helps store and benefit your customer-facing staff in sales, marketing, and service areas. Today we’ll dive into how that same Voice of the Customer information can benefit people who don’t directly touch the customer:

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Learn how #CRM can provide value beyond customer facing staff. Watch the video.

Reference: Pease, Martha and Campbell, Michael. (2015).Think Round.New York, New York: Continuum Press.

 

Read 941 times Last modified on Thursday, 14 January 2016 11:28