Mark Harjes

Mark Harjes
Internet Special Report - Working the Phone as a CRM Tool (1,58

By Jim Wheaton and Mark Harjes 7 Rules FOR PROSPECT and Customer Relationship Management in a Call Center Environment Successful Prospect and Customer Relationship Management (P/CRM) requires the coordinated leveraging of multiple communications channels. With this in mind, consider the following seven guidelines for taking maximum advantage of inbound and outbound call centers as part of your overall CRM program. 1. Even when prospecting, tailor the screen script to the target audience. Generally, prospect universes are comprised of distinct subsets. In many vertical industries, one group will have a high propensity to respond but, having converted to customer status, will generate modest long-term

Working the Phone as a CRM Tool (1,572 words)

by Jim Wheaton and Mark Harjes Successful Prospect and Customer Relationship Management (P/CRM) requires the coordinated leveraging of multiple communications channels. With this in mind, consider the following seven guidelines for taking maximum advantage of inbound and outbound call centers as part of your overall CRM program. 1. Even when prospecting, tailor the screen script to the target audience. Generally, prospect universes are comprised of distinct subsets. In many vertical industries, one group will have a high propensity to respond but, having converted to customer status, will generate modest long-term value. Conversely, a second group will be less likely to respond but, once