Q

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?

I'm in the process of evaluating solutions that measure Customer Care Representatives' save/customer retention

rate. What companies would you suggest I investigate?

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

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