The Role of Quality In CRM Services

Managing Quality In Customer-Driven Organizations

For enterprises that depend on customer relationships to generate sales, better business outcomes and future opportunities, the quality of those relationships is absolutely vital. Proactive organizations are now taking a more expansive and innovative approach to quality management (QM) in contact centers and other customer relationship management (CRM) efforts. By leveraging a broader array of QM capabilities, organizations can reduce costs, gain peace of mind through reduced risk, improve customer satisfaction and create new revenue opportunities.

From the HP perspective, a reliable quality system must ensure that all products, services, and solutions are designed and delivered at levels to reduce risk in customer-facing operations, to meet the expectations of those who interact with contact centers, and to reduce costs and enhance revenue for the organizations that operate those centers. Certainly, quality systems should at the very least support claimed or contracted quality levels. Some organizations may take an innovative approach to supplement basic quality management with proactive continuous improvement programs, dependant on customer needs and business demands.