The Future of Technology in Call Centers and Customer Care Centers

doi:https://doi.org/10.1007/978-3-322-88933-1_3

The Future of Technology in Call Centers and Customer Care Centers

Mike Trotter-2001-01-01-Gabler Verlag eBooks

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TL;DRAbstract

The focus of most business enterprises in the United States in the year 2000 is on Customer-Relationship-Management most commonly referred to as CRM. Here we define CRM as activity focused on customer acquisition, increased Wallet share from existing customers and retention of the profitable customers.

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The focus of most business enterprises in the United States in the year 2000 is on Customer-Relationship-Management most commonly referred to as CRM. Here we define CRM as activity focused on customer acquisition, increased Wallet share from existing customers and retention of the profitable customers.

Keywords

BusinessCustomer relationship managementCustomer retentionMarketingCustomer careFocus (optics)Customer advocacyCustomer to customer

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