InformationWeek
Defining The Business Value Of Technology
Techniques For Measuring IT's Effectiveness
InformationWeek
Failed customer interactions, and those at risk of failure, represent a key opportunity for companies to improve the processes that matter most. American Power Conversion takes note every time a customer interaction doesn't hit the mark--say, when a product doesn't ship on time. APC considers that information even more valuable than its CRM success rate. The company has created an alert system to notify the appropriate employees when a customer engagement is at risk of failing, giving APC a chance to take corrective action and minimize those failures. Mark Nadeau, director of CRM, explains that APC's culture is geared toward avoiding failure because its business is selling uninterruptible power supplies. Uninterruptible customer satisfaction--that's a business every company should be in.
Subscribe to RSS
Featured White Paper
Application Security’s Role in FISMA Compliance
The Federal Information Security Management Act of 2002 provides a comprehensive framework for ensuring effective information security controls for all federal information and assets. The Act aims to bolster computer and network security within the Federal Government by mandating periodic audits. Based on this...
Get InformationWeek in Print
Apply for a free 52-week subscription to InformationWeek (a $199 value)
NOTE: Offer valid for U.S., U.S. possessions, & Canada only.
