Executive Summary – Return on investment in customer service: the bottom line report (2011) Rated 0 out of 5 (be the first to review) £500.00 Executive summary of our research into evidence of the financial returns from customer service. Executive Summary - Return on investment in customer service: the bottom line report (2011) quantity Download Certain member levels receive a discount on this item. Take a look at our Membership options. If you are already a member, please access your member dashboard. Category: Breakthrough Research Share Twitter Facebook LinkedIn Email Description Reviews (0) Description Executive summary of our research into evidence of the financial returns from customer service. This document summarises a survey of senior directors, a literature review, case studies and a series of recommendations that can be used to start achieving ROI from customer service. Sponsored by O2, South Yorkshire Passenger Transport Executive and BT This report examines: – the activities that lead to a customer service ROI – the relationships between customers and organisations that lead to ROI – how organisations are beginning to measure intangible aspects of customer service such as loyalty, experience and sentiment – how the more intangible aspects of customer service bring the greater returns – how ROI in customer service is a developing discipline It also contains a set of detailed recommendations that organisations can use to achieve a good ROI from their customer service activities. Main findings – customer service contributes to the success of organisations – strong customer relationships are the key to success and profitability – front-line staff play a critical role in forging close customer relationships – customer satisfaction is a reliable indicator of business performance – soft, relational dimensions of customer service are increasingly important but difficult to measure – ROI in customer service is a developing discipline Who is it for? Anyone who is involved in: – making a case for customer service at a strategic driver – finding ways of achieving some form of return on investment in customer service – measuring customer satisfaction, sentiment and other more intangible customer measurements – measuring return on investment Published 2011. Reviews There are no reviews yet. Leave a customer review Cancel replyYou must be logged in to post a review.