Monday, February 07, 2011

Solving customer problems

Book Mark
Total Customer Value Management
Gautam Mahajan

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.


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