Opus Research » CRM 2.0: Conversational Relationship Management

Worth taking a look at this article Opus Research » CRM 2.0: Conversational Relationship Management by Dan Miller.

Outsourcers of phone-based customer care are not selling technology; instead, they’re selling results. It is Conversational Relationship Management because they keep the conversations going between a company and its customers for purposes such as sales, retention, up-selling or trouble resolution.

Tags:
outsource, Call Center, IVR