This customer experience training case study describes how you can raise revenues by implementing a set of simple tools which help sales teams deliver more value to their clients by identifying and quantifying opportunities to improve the customer experience.
QMATIC is an organisation that we know well. I first met the owners in Sweden way back in 2001, when they provided very basic ticketing systems via a small number of distributers to a handful of countries. They are now a global technology business operating from over 120 countries, with 60,000 customers, providing a broad range of systems, applications and tools within the customer experience management space. However, to make this leap from market leader in queue management systems to customer experience management required a huge change in skills, capability and knowledge. In addition, the CEM marketplace is very competitive, therefore to differentiate and build trust with new clients was a big challenge, especially for regional sales teams.