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Customer service is the assistance and advice provided by a company to its customers. Learn about different types of customer service, such as in-person, online, automated, and AI-based, and how to measure customer satisfaction and loyalty.
Learn about the history, types and features of CRM systems, which are used to manage interactions with customers across different channels and platforms. Find out how CRM can help businesses improve customer satisfaction, loyalty and sales growth.
A service blueprint is a tool to show the service delivery process from the customer's perspective. It consists of customer actions, front-stage and back-stage actions, support processes, physical evidence, inventory and optional lines.
Learn about the process of creating consumer interest or inquiry into the products or services of a business. Find out how lead generation is paired with lead management, lead scoring, and nationalization efforts.
Learn about the role, skills, and salary of customer service representatives (CSRs), who interact with customers to handle complaints, process orders, and provide information. CSRs may work in call centers, retail, or online platforms.
Learn about the definition, objectives, tools, and strategies of marketing communications, which are the use of different channels and tools to deliver a message to a target market. Find out how marketing communications can overcome communication barriers, create brand awareness and preference, and adapt to global markets.
Customer success is a strategy to ensure customers achieve their desired outcomes with a product or service. It involves metrics, sub-functions, tools, and roles to enhance customer satisfaction and lifetime value.
Customer advocacy is a customer-focused business model that aims to provide the best service and products for customers. Learn how customer advocates act as facilitators, how to measure customer advocacy and what are the benefits of this approach.