Is your Business Intelligence delivering ‘the goods’ like this?


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In order to remain competitive in the marketplace, many manufacturers (also including some of our business partners) have responded to shrinking margins by buying cheaper, lower-quality parts. Are you doing the same? The current economic environment has compelled many consumers to repair failed products rather than replace them. This combination has placed a growing burden on call centers and customer service departments responsible for the balance between customer demands and corporate profitability.

While serving the product support space during this time of conflicting paradigms, Customer Relationship Metrics has encouraged its business partners to heavily scrutinize the ways they choose to do business – everything from their business rules, to their back-office processes to the ways in which they communicate with customers and relationship management strategies. Customers have reacted positively to these changes, as can be seen from the call center benchmarking figures below.

In looking at the data in these call center benchmarking charts, unnecessary repeat calls have been decreased all the while protecting the opinion about the agents’ service delivery. Protection of the brand cannot be more important and has demonstrably improved. Most notably, this increased focus on the customer satisfaction and the use of customer intelligence analytics services has also resulted in greater profitability and market-share for our business partners – a perfect win-win situation in an environment where this would not be expected!

Customer Relationship Metrics (CRM) has been supporting business partners in the product support space for more than 10 years providing unmatched business intelligence services. Through our customer intelligence services, voice of the customer data and call center analytics are captured through post-call surveys and then rigorously analyzed by human development. For over 20 years, CRM has provided customer service intelligence that improves employee productivity, business efficiency and sets our business partners apart from their competition.

Republished with author's permission from original post.

Carmit DiAndrea
Carmit DiAndrea is the Vice President of Research and Client Services for Customer Relationship Metrics. Prior to joining Metrics, Carmit served as the Vice President of Behavior Analytics at TPG Telemanagement, a leading provider of quality management services for Fortune 500 companies. While at TPG she assisted clients in measuring behaviors, and provided management services to assist in affecting change based on newly created intelligence.


  1. Ed,

    This is a great article – thank you for sharing it! I’m very glad to see that more and more organizations are viewing their call centers as profit centers, we’ve been preaching that approach at Customer Relationship Metrics for years. As you point out, with this change in mentality comes a greater need for data integration, a challenge many of our business partners are working through.

    Jim, our chief spokesman speaks of this exact issue in this YouTube video

    Thank you again for your comment,


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