For a Driving-Force Metric, Consider CPX
Do customers really get excited when their call is answered quickly but the answer is wrong? asks Bill Price, who recommends a different metric: contacts per x, where x equals new customers and base customers.
Read the article at: CRMGuru Website
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Last 5 posts in CRMGuru
Related Content ...
- If You’re Going by the Old Rules, You Don’t Know Your Customer
- Erase Dumb Contacts, Melt Snowballs and Enhance the Voice of the Customer
- Use Activity Based Costing to Optimize Prices
- CRM Futures: What If the Customer Were in Complete Control?
- When It Comes to Strategy, Don’t Take a Page From Telecoms
