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Can DataPrometric Embrace Effective Customer Relationship Management Practices? / Anand Sasikumar.
- Format:
- Book
- Author/Creator:
- Sasikumar, Anand, author.
- Anand, Ellur, author.
- Poreddy, Uday Kiran Reddy, author.
- Series:
- SAGE Business cases.
- SAGE Business cases
- Language:
- English
- Subjects (All):
- Customer relations.
- Physical Description:
- 1 online resource
- Place of Publication:
- London : SAGE Publications: SAGE Business Cases Originals, 2025.
- Summary:
- The Chief Customer Officer (CCO) of a leading software development firm is concerned about the rising backlog of customer cases, which has resulted in the increasing operational costs of the company. The pending customer cases have resulted in the allocation of more customer support staff to resolve customer issues. This has led to increased labor costs and overhead expenses, which have impacted the overall profitability of the company. The company is also dealing with low customer satisfaction (CSAT) ratings. The company decided to hire an external consultant to address the backlog issues. This case exposes students to various issues faced by a company concerning customer case backlogs and low customer satisfaction scores.
- Notes:
- Description based on publisher supplied metadata and other sources.
- ISBN:
- 9781071960646
- 1071960644
- OCLC:
- 1483992697
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