Oh, the irony. Online CRM Services shy away from offering customers a Service Level Agreement. Why the reticence when Customer Service is the bread and butter of CRM services?
CRM services push the envelope for eBusiness activities, and as a result businesses are dependent on background technology services like never before. CRM brings information technology into the front office via Internet and 3rd party services at both the customer and business end.
To mitigate service deficiencies and ensure confidence in business transactions, technology providers generally tend to offer a Service Level Agreement (SLA) to their clients. The SLA is a contract that seals a customer’s partnership with the service provider. It lists vendor obligations and describes penalties for failure to provide agreed-upon services.
Additionally, a SLA can help with the following:
Customer Needs can help identify and define requirements
Communication can provide a framework for understanding and can simplify complex issues
Conflict Management – reduce areas of conflict and encourage dialog in the event of a dispute
Manage Expectations –...
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