Customer Service | BPM Knowledge Center (Recommended)

Use these 5 customer onboarding best practices

March 12, 2018

How does your company deal with customers post sale? Do they continue to receive their due value? Are they overlooked by staff? How is your customer retention? We as consumers don’t feel satisfied when in the process of paying for…

3 Kano model examples and how to use it in projects

3 Kano model examples and how to use it in processes

September 13, 2017

Customer Experience, Customer Service, Kanban Agile Methodology, Moments of Truth

Kanban, Ishikawa, Kaizen. It seems that Japanese nouns and names always appear when it comes to process improvement. Now it’s time to talk about Noriaki Kano, Professor of the University of Tokyo and creator, in the 80’s, of the model…

Retaining customers can make all the difference.

August 9, 2017

We’ve all heard many times that it’s much cheaper to keep a loyal customer with your company than it is to gain new customers. And this statement makes a lot of sense, after all, every cost associated with prospecting, advertising,…

The 3-Step Customer Feedback Survey Form

July 10, 2017

Customer Experience, Customer Jorney, Customer Service, Moments of Truth, net promoter

The creation of a customer feedback survey form used to be quite a difficult task. However, today with the advent of new cloud-based technologies and innovative methodologies which have drastically reduced the number of questions necessary to ask, this process…

Calculate the churn rate and retain your customers

June 28, 2017

key performance indicators, kpi

What do you think of this idea from a marketing director for lowering average churn rate for saas of a mobile phone provider? Get in touch with current customers and offer cheaper plans that fit their consumption better by allowing…

Retain Customers Through End to End Customer Experience

May 8, 2017

crm, Customer Experience, Customer Service

End to end customer experience is the set of interactions between customers and an organization throughout the duration of their relationship. Usually, it encompasses three elements: The customer’s points of contact with the brand (moments of truth) The Customer Journey…

Customer Satisfaction Survey Questions: What to consider.

March 17, 2017

net promoter

Customer satisfaction survey questions are a necessity for any company that wants to meet customer needs and always improve, tailor and design their processes to deliver the highest perceived value to the public. But how do you choose the right…

Use these 5 customer onboarding best practices

3 Kano model examples and how to use it in processes

Retaining customers can make all the difference.

The 3-Step Customer Feedback Survey Form

Calculate the churn rate and retain your customers

Retain Customers Through End to End Customer Experience

Customer Satisfaction Survey Questions: What to consider.

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