An organization's CRM system must adapt easily to constantly changing business conditions and requirements. Without this flexibility, organizations are unable to provide improved levels of customer service and support, limiting the overall end user experience.
This white paper is designed for managers of support operations in North American companies. It discusses the challenges involved in managing a sophisticated support organization and the key strategies for dealing with those challenges. Following are the Six Secrets for Effectively Managing a support Organization:
Make it Personal
Measure the Right Things
Hire the Right Employees
Be Proactive
Become a Profit Center
Utilize the Wisdom of Your Users
SOA Research Library
