Benchmarking Customer Expectations - What’s the Right Yardstick?
Small Business CEO
JANUARY 25, 2010
Maybe you look at maximizing revenue per full-time employee, increasing first call resolution in your contact center or IT expense as a percent of revenue. Is that the right comparison? When you pay your doctor bill, do you compare that process against other doctors, or do you think about being able to pay your credit card bill online?
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