| A key module in the Attentive™ Suite, generates ongoing proactive customer feedback and is vital to promoting organizational attentivity. While organizations are constantly increasing their CRM budgets in order to obtain as much information as possible about their customers, CRM has its limits, since it lacks the capability to collect and measure the customers´ side of the story- their perceptions, expectations, needs and experiences from interactions with the organization. ACE, by presenting an enhanced ongoing customer-centric attentive feedback monitoring capabilities, is designed to provide organizations with the management tools capable of providing this information. ACE enables organizations to listen to their customers by approaching them on a daily basis, asking them relevant questions regarding genuine service interaction evens and using a variety of data collecting means. ACE allows complete understanding of the collected information through data analysis followed by distribution of user friendly reports and hot alerts. Distributed information to managers and other functionaries is relevant to their organizational units and roles and by doing so ACE increases motivation for doing what is needed in order to implement and track improvements. By utilizing the best practices assimilated in ACE´s operation, such as smart sampling of approached customers to increase response rate, managerial capabilities of feedback goals and quotas, and useful interfaces designed to control the communication with the sampled customers, organizations can make sure that they´ve taken the right course towards fully completing the CRM loop. |
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