Tag: CRM

11.11.20 Read Time: < 1

Support Imperative: Track and Report Defects

Support Imperative: Track and Report Defects. If a customer took the time to report an issue, Support has the obligation to document this event.

9.30.20 Read Time: 2 Mins

Support Demand: Problem or Opportunity?

Is it a good thing if customers need support or is this a problem? The need for support is inevitable and communicating with your customers is always a good thing. …

9.9.20 Read Time: 3 Mins

Time to Resolve (TTR)

Time to Resolution (TTR) is a metric to measure the elapsed time it takes for Support to resolve a case. This article introduces the definition and inputs required to measure …