Ask the Expert

Tools that measure customer save/retention rate

I'm in the process of evaluating solutions that measure Customer Care Representatives' save/customer retention rate. What companies would you suggest I investigate?

    Requires Free Membership to View

Save or retention rate is likely to be a measure in your CRM system, not something you buy as a standalone capability. Any of the vendors with solid sales modules should offer this capability. If you're evaluating CRM solutions, this should be one function you look for, but is unlikely to be the differentiating factor.

You can also consider performance optimization tools if you want to combine things like save rate with other key performance indicators for an overall scorecard. You would combine data from your CRM with data from other systems, such as your quality monitoring system, ACD or CTI solution handling contact routing and reporting. A balanced scorecard would show how the CSR is doing across a variety of metrics. Companies like Witness, Performix, AIM, and Merced offer these types of tools.

This was first published in July 2005

There are Comments. Add yours.

TIP: Want to include a code block in your comment? Use <pre> or <code> tags around the desired text. Ex: <code>insert code</code>

REGISTER or login:

Forgot Password?
By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy
Sort by: OldestNewest

Forgot Password?

No problem! Submit your e-mail address below. We'll send you an email containing your password.

Your password has been sent to: