Customer Relationship - A Boon for CIOs
By CXOtoday Staff
Mumbai, Jul 23, 2007

Businesses attribute a lot to their customers and often owe their success to customer loyalty. According to experts, customer care has grown to become an important business process and has stealthily found a place in boardroom discussions. As a result, overlooking customer expectations is now treated as a serious business risk.

One of the major aims for business heads today is to increase and retain customer base in the face of increasing competition. To meet this need, CXOtoday.com is organizing an event called 'CXOtoday.com Power Breakfast'. This event will take place on July 26 in Mumbai, and aims to discuss the strategic value that contact centers provide to businesses. The spokesperson of this event will be Karina Majid, GM (Customer Interactive Solutions) of Datacraft Asia.

Presently, businesses focus on profiling and categorizing customer base and are banking on automation of the contact center processes to bring in efficiency. As businesses expand, it becomes difficult to manage the spurt in information. This is when an effective intelligence mechanism becomes necessary, which alerts businesses to be proactive in their customer strategy. Many enterprises are adopting best practices and benchmarking standards for their contact centers to attain proactiveness.

According to research studies, only a handful of enterprises have set processes to respond to customer calls, thereby providing opportunities for cross selling or up selling. This enables the management to reduce a lot of business risks by responding to customers. To deal with the increasing competition and market pressure, enterprises come out with various schemes for its customers.

To manage the increasing flow of information, intelligence mechanism becomes an important factor alerting businesses to be proactive in their customer strategy. This event, hosted by CXOtoday.com, will allow CXOs to deliberate on 'Transform Contact Centre Business Using Global Benchmarking'. It'll also discuss various strategies to enhance the process to customer care. Moreover, the event will engage IT and business decision-makers to discuss the strategic value that contact centers provide to businesses, the challenges in ensuring customer loyalty, establishment of benchmark in the contact center operations, and the strategies in automating the contact center processes.

The event is sponsored by Datacraft, Cisco.

Related Links:
Experts to Deliberate on Converged Communications
Operations Management- Take an Expert Opinion