CRM: Does Your Call Center Strategy Support or Undermine This Key Business Goal?

Perhaps made a bit "uncool" by its excessive level of overplay as a buzzword, customer relationship management—CRM—nonetheless remains a paramount business driver, hailed as a crucial focus by niche customer management and broad executive leadership alike.

The correct pathway for meeting CRM objectives, however, eludes many organizations. Some believe it is as simple as installing a pricey new technology system. Others believe it begins and ends with requiring customer service agents to try "upselling" customers who call with support inquiries.

Both could indeed fit into the customer management strategies of a CRM-minded business, but they are only pieces of the greater puzzle. In this exclusive CustomerManagementIQ.com podcast, Tom Moroney, SVP of Global Sales for SPI-Global, helps explore that bigger picture, defining what challenges are most imminent to customer management professionals and what spectrum of strategies and metrics is needed to overcome them.

In addition to shedding light on the four-pronged CRM approach exercised by best-in-class organizations, he also tackles the role, if any, common call center practices like outsourcing can play in today’s relationship-driven customer management environment.

Listen to the latest CustomerManagementIQ.com "Customer Creation" podcast, featuring SPI-Global’s Tom Moroney, now!

SPI-Global is present at the 7th Annual Call Center Summit--definitely introduce yourself if on site! And they'll be among the many attendees at the 13th Call Center Week this summer.