The Best Practices, LLC research team created a detailed roadmap for rolling out customer relationship management programs as customer loyalty becomes more and more difficult to secure. In-depth interviews with seven benchmark partners
and secondary research on dozens of companies yielded key information on effective CRM operations, including: the most useful performance metrics and how they are used to build support, ramping up CRM programs from pilot stage to global rollout and ensuring company-wide support for the program.
This project was conducted on behalf of a diverse consortium of businesses seeking to improve customer loyalty as globalization and the Internet make that goal more challenging. Study findings determined concrete steps for companies to make sure their CRM teams focus on real economic returns instead of theoretical results, and communicate those gains throughout the organization.
Best Practices, LLC identified and analyzed the most effective practices that dozens of highly regarded companies use to create superior customer service. This report contains qualitative and quantitative insights divided into four areas: customer focus, human resource management
, process management and leadership.
This study was conducted on behalf of a financial services company looking for ways to differentiate its customer service as part of its overall strategic plan. With practices culled from a benchmark class of more than 95 companies, this report is the most comprehensive outline for creating a world-class customer service process.