| | | Read the full transcript [PDF, 37KB]
PDF Help | | | Most organisations understand the direct relationship between improved customer service and revenue. But despite this, many are still placing operational excellence ahead of true customer engagement. Dealing with a customer call in less than two minutes is not a strategic outcome if their enquiry has not been resolved adequately, or if the organisation has not taken the time to deepen their relationship with them. | | | One of the key challenges associated with creating and maintaining a customer centric organisation is balancing cost with providing high quality customer service. | | | In this video cast, Ann Burns, senior executive for Accenture’s Australian Customer Relationship Management service line, discusses the imperative for organisations to look beyond short-term operational thinking towards strategic planning. She provides best-practice guidelines for engendering customer loyalty and achieving operational excellence, as a means to drive performance outcomes, profitability and growth. | | | We hope you enjoy this edition in the Australia Business Agenda 2008 Video Series. | | | Download previous interviews from The Australia Business Agenda 2008 Video Series. | | | More information
This video and podcast series stems from Accenture’s management primer on the current executive agenda:
 Read about Agenda 2008. Globalisation, Growth, Productivity, Sustainability, Skills | | | To Top | | |
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