Arwa Ahmed

Topics: Customer relationship management, Customer service, Customer Pages: 2 (573 words) Published: October 23, 2013

The functions of customer relationship management systems that are illustrated are touch point, which is a method of interaction with the customer such as a telephone, email, customer service desk, conventional mail, website, wireless device or retail store. Another CRM system that is used is an Analytical CRM which includes applications that analyze customer data generated by optional CRM applications to provide info for improving business performance.

2) The Call center is so important for Chase Card services because it allows customers with inquiries such as reporting a lost card or checking a balance to easily access a chase representative to answer their questions and fix their problems. The Call centers can improve relationships with customers, because there can be a 24/7 automated call center that can assist customers. Customers will feel like they can be helped according to their schedule and not according to regular walk-in banking hours.

3) The problem was that the company’s record keeping did not give an accurate account of current rates of first-call resolution. Other factors that contributed to the problem was that chase previously tried tracking first call resolution rates by having agents log the content and results of each call they received. The problem with having agents log the content was the amount of time it took to log each piece of information. There was also no uniform way to log the information, the agents logged whatever information they were able to get out of... r interviewed two mothers who have children addicted to video games. Mother A. who have two boys addicted to video games and mother B. who are employee mother of five children and one of them is obsessed by video games. Both mothers admitted that the most type of video games that attracts their boys is the violence games. Mother B. said that she tried once to buy adventure game to her son but he didn’t like it as much as his favorite type. Also, both mothers A and B...
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