Building a Customer-Centric Culture Throughout Your Enterprise
In an era where outstanding service is the primary differentiator between otherwise commoditized products and services, leading enterprises must adopt a customer-centric culture. This means that service organizations – contact centers, field service, inside sales – have to deliver a consistently outstanding customer experience. Customers prefer to do business with companies that demonstrate an ongoing commitment to their well being. Sounds easy but isn’t. The customer relationship management (CRM) movement, with billions of dollars in investments, has not yet gotten sales, marketing and service organizations to share the same customer satisfaction and revenue goals. Join this webcast and learn the key steps to building a customer-centric culture that will give your company a strategic advantage.
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Your Workshop Leader
Donna Fluss is the Principal of DMG Consulting, a firm specializing in delivering customer-focused business strategy, operations and technology for Global 2000 and emerging companies. She is a recognized leader and visionary in contact center and real-time analytics. Donna has more than 22 years of experience and has assisted over 2000 end user and vendor companies, throughout the world. She is the author of The Real-Time Contact Center, the industry leading 2006 Speech Analytics Market Report and the annual Quality Management/Liability Recording Product and Market Report. Donna was previously a VP and Research Director in the CRM practice at Gartner.