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Customer Service Automation
Customer Service Automation
Business
DEPARTMENT ..Management..
Masters of Business Administration
Subject Name: Customer Relationship Management
Code: BAT - 758
Course Outcome
CO Title Level
Number
CO2
success
Understand
Will be covered in
To understand customer needs, fulfill customer
requirements, resolve customer complaints and retain this lecture
customers
CO3 To understand the approaches to and guidelines used Understand
to analyze challenges in CRM and make strategies to
resolve the same.
2
Service Automation:
Enabling The Self
Service Generation
The Service Automation
Framework
© Pink Elephant, 2016. All Rights Service Automation: Enabling The Self Service
10
Reserved. Generation
Waves In Automation
© Pink Elephant, 2016. All Rights Service Automation: Enabling The Self Service
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Reserved. Generation
What Is Service Automation?
Push
Pull
User
Service Design
Technology
Serendipity Management
• Serendipity Process
Website Evaluation
LMS
Tool
Invoicing Evaluation
Registration
Process Process
Process
Platform
Website Evaluation
LMS
Tool
Invoicing Evaluation
Registration
Process Process
Process
User
Service Design
Technology
User
Service Design
Technology
© Pink Elephant, 2016. All Rights Service Automation: Enabling The Self Service
31
Reserved. Generation
Transforming Customers Into Fans