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Customer service is the assistance and advice provided by a company to its customers. It can be done in person, online, or by automated means, such as AI chatbots or IVR. Learn more about customer service metrics, strategies, and challenges.
Learn about the definition, scope and skills of customer support, a range of services to assist customers in using a product. Find out how to offer web-based assistance via phone, email, chat and other tools.
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.
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.
A chief customer officer (CCO) is the executive responsible for the total relationship with an organization’s customers. Learn about the role, responsibilities, challenges and history of CCOs in customer-centric companies.
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.
Customer Profitability Analysis (in short CPA) is a management accounting and a credit underwriting method, allowing businesses and lenders to determine the profitability of each customer or segments of customers, by attributing profits and costs to each customer separately. CPA can be applied at the individual customer level (more time ...
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.