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Active Management of the Customer Experience with Proactive Customer Care


The goal of true proactive customer care should be to provide active customer experience management that totally eliminates all complaints by the customer.

The term “Proactive Customer Care” has been used by many vendors and Communications Service Providers (CSPs) for several years in the telecoms industry. It has generally come to mean “Understand the reason for a customer’s concern, or potential issues, with their service before the customer takes direct action.”

Tags : ibm, active management, customer experience, proactive customer care, csp, communications service providers, telecom, crm & customer care
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Published:  Oct 13, 2015
Length:  7
Type:  White Paper