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AIIM D087
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- Book by AIIM International - The Enterprise Content Management Association, 04/01/1999
- Publisher: AIIM
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Much of the interest that generated this report came from two basic questions: Do business goals drive customer care? And, what role does technology play in customer care? The information gathering process for the report involved looking into both current operations in customer care as well as future technologies. The report seeks to determine what makes the difference between plain old customer service and truly excellent customer care. The report helps to achieve a better understanding of which management directions, marketing links, technologies and operational directions really make a difference. The report is structured to present the Executive Summary of Findings, methodology, industry trends, case study summaries, and market survey findings. The case studies are in the appendix.
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