Customer Service > Customer Relationship Management

Customer Relationship Management Benchmarking Reports

Contact Center Excellence: Developing & Maintaining a World-Class Contact Center 
A must-have for all contact center executives, this series is critical for driving call center success... (ID CSS-63)
Companies Profiled: A Leading Pharmaceutical Company, Aliant Telecom, American Airlines, American Express, more ...
Price: $17928.00   Free Excerpt Available

Best Practices in Managing Customer Complaint and Resolution Systems at Medical Device Firms 
An effective customer complaint and resolution system enables medical device companies to harness critical insights from customer feedback and drive business improvements... (ID PCS-213)
Companies Profiled: Abbott, Accelerate Diagnostics, Alcon, AstraZeneca, more ...
Price: $4800.00   Free Excerpt Available

Customer Complaint Resolution Excellence: Capturing Insights to Drive Business Improvements 
Complaint resolution groups fulfill a key role not just in resolving customer complaints involving service claims and other issues, but also in capturing critical customer feedback and data from which to drive quality and continuous improvement in the supply chain and throughout the organization... (ID PCS-210)
Companies Profiled: 3M, Abbott Laboratories, Amway Global, Agilent Technologies, more ...
Price: $3550.00   Free Excerpt Available

Benchmarks for Excellence in Hotel Management: A Best Practices Analysis for the Caribbean Market 
As the service sector continues to expand in today's economy, the hospitality industry also experiences rapid growth accompanied by a heightened demand for superior customer service and a stronger need for process optimization... (ID OP-99)
Companies Profiled: The Sandy Lane Hotel, Dover Beach Apartment Hotel, The Savannah Hotel, The New EdgeWater Hotel, more ...
Price: $1100.00   Free Excerpt Available

Benchmarks for Excellence in Caribbean Retail Financial Services 
The intensely competitive nature of the retail-banking industry prompted members of the Barbadian retail financial services industry to join together to explore common “pain points” experienced by retail banks and credit unions in their search for customer service excellence... (ID OP-100)
Companies Profiled: Royal Bank of Canada, City of Bridgetown Co-Op Credit Union, Butterfield Bank, Barbados Public Workers' Co-operative Credit Union Ltd., more ...
Price: $1100.00   Free Excerpt Available


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