StarHub Singapore Customer Service Number, Address
StarHub Customer Service Number Singapore details are given for customers in order to get in touch with Customer Support people regarding info communications services.
StarHub Singapore was started in the year 2000 and has become one of the Singapores innovative info-communications providers which deliver integrated services to all its customers.
The company offers a wide range of Information, Communication, and Entertainment for consumers and corporate people. It also supplies mobile network with 4G, 3G, and 2G services and delivers Multi-Channel Pay TV Services like HDTV, Internet TV etc.
It also provides high-speed StarHub Residential Broadband Services with a host of media rich value added services like IPTV for commercial purpose.
StarHub Services Singapore includes Black Berry Service, Mobile Broad Band, Star Hub Mobile TV, and International Roaming Service to more than 230 destinations, etc.
StarHub Toll-Free Number Singapore:
StarHub Toll-Free Number Sales Number, General Enquiry Number, Billing Enquiry and other Contact Numbers are given below for customers, who can call up the Phone Numbers for any issues regarding the Star Hub Singapore.
Toll-Free Number: 1800 888 8888.
Billing Inquiry Number: +65 6820 1637.(Monday to Saturday 8am to 9pm).
General Enquiries Number: +65 6820 1633.(24*7).
Sales Number: +65 6820 1630.(Monday to Sunday 8am to 9pm).
Business Number: +65 6820 1631.( 8.30am to 9pm).
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KPIs in Customer Relationship Management
KPIs in Customer Relationship Management
A CRM Key Performance Indicator (KPI) is a standard measurement used to evaluate the process of delivering satisfaction to all of the customer needs from your organization. KPIs can be set up across key activities that are critical to the satisfaction of the customer. When performance falls below a required level, management can begin the process of analyzing the cause and taking corrective action. Since the customer decides who to do business with, these KPIs become imperative to retaining the customer.
Customer Satisfaction – The Most Important KPI
Customer satisfaction is the ultimate measurement of the success of your business. Without the customer there are no revenues and no reason for your business. Your purpose is to provide a product or service that the customer values beyond that of your competitors.
Flying Blind is Not the Answer
A business that does not measure its success in each aspect of its customer deliverables is just asking to fail. You may have a vision of excellent customer service, but one rude customer support agent, or a botched product installation can mean the end of a lifetime relationship. And if you don’t even know where the customer disappointment occurs, the problems will never be solved.
How to Define a KPI
• Define what information will be needed
• Define who will gather it
• Define the process to obtain it
• Define where it will come from
• Establish the frequency that it is needed
• Define who will receive it
Voice of the Customer
Another important aspect of customer satisfaction lies in capturing the qualitative success of the activity. In other words, your team may be performing to a high quantitative level, but still may be failing in the eyes of the customer. As an example, your customer service may be responding to each call in 3 minutes or less, but failing miserably in the customers eyes because they are not solving the exact customer perceived problem.
A good KPI program needs to include the voice of the customer in order to discern whether the program is actually working and if the KPI metrics you have in place really correspond to customer satisfaction. Sometimes, management’s perception of good customer service can vary widely from that of the actual customer. Building feedback loops into the process can be critical to real success of the programs. These feedback loops can take the form of on call questions, immediate post call surveys, and other follow-up techniques.
Some Examples of CRM KPIs
One of the most important aspects of KPIs is creating measurements that are critical to your own business. Each business is uniquely different, and the measurements that lead to customer satisfaction are also unique. KPIs need to be relevant to performance necessary for each touch point that the customer makes. The number of KPIs also needs to be adequate enough to achieve the performance, and yet minimal enough to avoid confusion and administrative burden. Here are a few examples that some businesses have used:
• Monthly number of unconverted leads
• Number of lost opportunities
• Email response rate
• Email click-through rate
• Funnel drop off rates
• Sales conversions to leads
• Average collection period
• Installation problems per unit sales
• Number of complaints per month
• Time to first call response
• Average time to problem resolution
• Time to complete problem resolution
• Volume of calls handled
• Number of escalations
• Customer ratings of service
• Number of customer complaints
• Average time to last follow-up (sales)
• Average customer life time value
• Customer attrition rate
• Average customer retention period
• Post sales per unit sold
• Average profit per customer
CRM helps keeps track of all your touchpoints with the customer, and KPIs are measurement benchmarks you can use to assure your service delivery is high quality and consistent. The process begins with a CRM tool that covers all aspects of your business, and not just sales and marketing. There is a wide variety of CRM products, but only a few cover the whole business, and at one low price. Beware of per user pricing that escalates as each business area is added. Some products can cost upward of $250 per user, when everything is in place. If your goal is to provide consistent, repetitive service to your customer needs, then CRM with relevant KPIs can be the framework you need to get there.