A business relationship can be a messy thing. Whether it’s a customer, or partner, or vendor interaction, there can be hundreds of touchpoints, communications, information exchanges and records of all the above.
Every interaction has a unique flavor. One time, it might be an inquiry regarding a recent order. Next time, it’s a dispute over terms. Following that, it’s a satisfactory resolution and the promise of future engagement. Each of these interactions is different, and each requires a different set of information and skills. But maintaining the core relationship remains the most important business goal.
It’s a new era for business. New work patterns, changes in mobility, social and collaboration relationships and the technologies that support all those requires an overall, holistic view of business engagements.
How those diverse interactions are achieved with the best possible outcome is what we term “case management."
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