It is interesting how offhand conversations can turn to business. I was asked what I would do first in a CRM service deployment over the weekend. My answer was easy. I would learn what I already know about my customers behind my four walls then I would put it in the hands of the CSRs. No self-service, no social media or any other flavor of the month. Before the deployment, I can calculate cost per call (the $ metric). By giving the CSRs all the data, I have a direct correlation for cost per call improvement. That delta of cost per call metric is my ROI. From there I can build upon success and continue to improve.
Simple and measurable. Build off the success. Sounds too easy…
Happy Monday.
