JUN 14, 2010 6:00am ET

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Merced Systems Customer Summit Advances Sales and Customer Service Organizations


Many organizations want to improve the performance of their sales and customer service operations but have difficulty increasing efficiency and producing better results. One barrier to improvement is sticking with the status quo of managing sales operations and performance through spreadsheets, as 47 percent of organizations still do, according to Ventana Research’s benchmark research on sales performance management. Also many organizations continue to expect good results from using sales force automation (SFA), but our research shows that 39 percent of organizations are not satisfied with these systems. We also found that the number-one driver of efforts to improve is to make sales performance strategic. In customer service, optimizing utilization of call center agents is a top requirement; another is increasing customer satisfaction, cited by 89 percent of participants in our benchmark research on agent performance management.

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Comments (1)
What are your thoughts 6 months later? I am contemplating going to work for these folks and would like to understand from you if you still feel like this Company could become the next sf.com in terms of bringing pm to front office of sales and customer service with potential to expend into field service.
Posted by Michael C | Saturday, December 18 2010 at 8:06AM ET
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