Listen carefully
Calls help smooth relationships between customers and firms. In the economic downturn they are particularly important, regarding customer relationship management (CRM), a key strategy to maintain connections with customers in the long term by using data on their behaviours.
[i] This news is available at CRM DAILY.COM
[iii] This news is also from CRM DAILY. COM.
http://www.crm-daily.com/story.xhtml?story_id=101006VBZT8J
[iv] See Bellsystem 24 website
http://www.bell24.co.jp/ja/promotion/casestudy/direct_marketing/index.html
http://www.bell24.co.jp/ja/promotion/casestudy/direct_marketing_2/index.html
[v] For example, this site is critically analysing the Japanese call centre firms.
http://www.shijo24.com/001470.php (Japanese only)
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