CRM Software Functions we are talking here. Agency Management System ( AMS ) include Customer Relatinship Management. We talked Sales Force Automation, Lead Capcture, Lead Distribution in our past post.
Today we are going to talk Customer Service.
Customer service (also known as Client Service) is the provision of service to customers before, during and after a purchase.
According to Turban et al, 2002 “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation”
Its importance varies by product, industry and customer. As an example, an expert customer might require less pre-purchase service (i.e., advice) than a novice. In many cases, customer service is more important if the purchase relates to a “service” as opposed to a “product".
Customer service may be provided by a person (e.g., sales and service representative), or by automated means called self-service. Examples of self service are Internet sites.
ref: Agency Management System, wikipedia
Friday, January 11, 2008
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5 comments:
Hi,
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Hello,
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