{"id":386,"date":"2009-05-18T06:52:54","date_gmt":"2009-05-18T13:52:54","guid":{"rendered":"http:\/\/www.12sided.com\/blog\/?p=386"},"modified":"2009-05-18T06:52:54","modified_gmt":"2009-05-18T13:52:54","slug":"an-offhand-conversation","status":"publish","type":"post","link":"https:\/\/www.effgen.us\/?p=386","title":{"rendered":"An offhand conversation&#8230;"},"content":{"rendered":"<p>It is interesting how offhand conversations can turn to business. I was asked what I would do first in a CRM service deployment over the weekend. My answer was easy. I would learn what I already know about my customers behind my four walls then I would put it in the hands of the CSRs. No self-service, no social media or any other flavor of the month. Before the deployment, I can calculate cost per call (the $ metric). By giving the CSRs all the data, I have a direct correlation for cost per call improvement. That delta of cost per call metric is my ROI. From there I can build upon success and continue to improve.<\/p>\n<p>Simple and measurable. Build off the success. Sounds too easy&#8230;<\/p>\n<p>Happy Monday.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>It is interesting how offhand conversations can turn to business. I was asked what I would do first in a CRM service deployment over the weekend. My answer was easy. I would learn what I already know about my customers behind my four walls then I would put it in&#8230;<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[4],"tags":[399,117,402],"class_list":["post-386","post","type-post","status-publish","format-standard","hentry","category-crm","tag-crm","tag-enterprise","tag-thoughts"],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/www.effgen.us\/index.php?rest_route=\/wp\/v2\/posts\/386","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.effgen.us\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.effgen.us\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.effgen.us\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.effgen.us\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=386"}],"version-history":[{"count":0,"href":"https:\/\/www.effgen.us\/index.php?rest_route=\/wp\/v2\/posts\/386\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.effgen.us\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=386"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.effgen.us\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=386"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.effgen.us\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=386"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}