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Customer service is often practiced in a way that reflects the strategies and values of a firm. Good quality customer service is usually measured through customer retention . Customer service for some firms is part of the firm’s intangible assets and can differentiate it from others in the industry.
This included embedding sales force automation or extended customer service (e.g. inquiry, activity management) as CRM features in their ERP. Customer relationship management was popularized in 1997 due to the work of Siebel, Gartner, and IBM. Between 1997 and 2000, leading CRM products were enriched with shipping and marketing capabilities. [13]
Customer success, also known as customer success management or client advocacy, is a business strategy focused on helping customers achieve their goals when using a product or service. It involves providing support and guidance to ensure customers get value from their investments.
Customer experience management (CEM or CXM) is the process that companies use to oversee and track all interactions with a customer during their relationship. This involves the strategy of building around the needs of individual customers. [ 28 ]
The eCRM or electronic customer relationship management encompasses all standard CRM functions with the use of the net environment i.e., intranet, extranet and internet. Electronic CRM concerns all forms of managing relationships with customers through the use of information technology ( IT ).
Complaint management is based on customer complaints, which, in turn, may be triggered by service failures. [4] But since most dissatisfied customers are reluctant to complain, [ 5 ] service recovery attempts to solve problems at the service encounter before customers complain or before they leave the service encounter dissatisfied.
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