Monday, February 07, 2011

Solving customer problems

Book Mark
Total Customer Value Management
Gautam Mahajan
(http://www.sagepublications.com/)

From call centres to action centres

Transform call centres to action centres, urges Gautam Mahajan in Total Customer Value Management: Transforming business thinking. Call centres are impersonal, and the concept of a personal account manager does not exist, though companies such as Verizon have tried this, he notes.

More

No comments: