Sticky conversations in customer care

摘要

Our examination of enterprise relation-ship management (ERM) for operations such as virtual banking focuses primarily on distribution channel management - product support and customer care. ERM is, of course, an urgent strategic initiative these days, driven by three key business factors: channel proliferation, personalization requirements, and demand for 24×7 access to information. What are the issues surrounding these factors? In the most basic sense, today's leading channel strategies focus on merging and coordinating a frantic flow of service and support phone calls, faxes, ATM transactions, email and chat messages, and web collaborations across an increasingly turbulent information enterprise.