[{"@context":"http:\/\/schema.org\/","@type":"BlogPosting","@id":"https:\/\/wiki.edu.vn\/all2en\/wiki6\/customer-care-concept-wikipedia\/#BlogPosting","mainEntityOfPage":"https:\/\/wiki.edu.vn\/all2en\/wiki6\/customer-care-concept-wikipedia\/","headline":"Customer Care Concept \u2013 Wikipedia","name":"Customer Care Concept \u2013 Wikipedia","description":"The Customer Care Concept or. Customer care concept describes a possible service organization with the aim of optimizing and automating","datePublished":"2018-04-01","dateModified":"2018-04-01","author":{"@type":"Person","@id":"https:\/\/wiki.edu.vn\/all2en\/wiki6\/author\/lordneo\/#Person","name":"lordneo","url":"https:\/\/wiki.edu.vn\/all2en\/wiki6\/author\/lordneo\/","image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/44a4cee54c4c053e967fe3e7d054edd4?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/44a4cee54c4c053e967fe3e7d054edd4?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"Enzyklop\u00e4die","logo":{"@type":"ImageObject","@id":"https:\/\/wiki.edu.vn\/wiki4\/wp-content\/uploads\/2023\/08\/download.jpg","url":"https:\/\/wiki.edu.vn\/wiki4\/wp-content\/uploads\/2023\/08\/download.jpg","width":600,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/de.wikipedia.org\/wiki\/Special:CentralAutoLogin\/start?type=1x1","url":"https:\/\/de.wikipedia.org\/wiki\/Special:CentralAutoLogin\/start?type=1x1","height":"1","width":"1"},"url":"https:\/\/wiki.edu.vn\/all2en\/wiki6\/customer-care-concept-wikipedia\/","wordCount":572,"articleBody":"The Customer Care Concept or. Customer care concept describes a possible service organization with the aim of optimizing and automating service processes. The scheme of such a service organization can be described using the following five core components: Modern service organizations are characterized by the fact that the customer has several ways to get in touch with the company. Whether by phone, letter, fax, email or web, the company can always be reached via at least one contact medium. With the help of a so -called self service software, certain concerns of customers can be answered immediately and automatically. Customer relation hip management is used to record all customer interactions in order to obtain a uniform and complete customer image. For example, if a customer triggers a transaction today, addresses a question about email to the company tomorrow and calls the same topic the day after tomorrow, he can only be looked after consistently and comprehensively if all of its interactions with the company have been recorded in advance. In order to be able to optimally look after customer concerns, various competence levels within an organization must be defined. Basically, the more complex a customer concern, the deeper it penetrates the service organization. This can be countered with two measures. First, those who are in contact with the customer early must be very competent. This competence can be ensured by knowledge that is carried forward by downstream competence levels. Secondly, an ideal service organization is used in an ideal service organization, which with the help of process automation keeps standard concerns away from human interaction and thus makes care inexpensive. See also the specialist article support (service). The various competence levels of a service organization are connected to processes that are defined in standardized drainage schemes, so-called Standard Operation procedures (SOP). These standardized processes define what exactly needs to be done. How well the internal and external performance promises have to be carried out is described in so -called Service Level Agreements (SLA). These always have to be clearly defined and measurable. A methodology developed from the IT world to record and evaluate these service processes is ITIL. Itil is part of the Customer Care Concept. In the sense of a feedback mechanism, a continuous improvement process (KVP) has a continuous improvement process on the service organization and thus enables the permanent adjustment of your own services and the optimization of business processes. The product management of a service company, for example, will receive information about how and why a product is used. The feedback from the documented customer contacts can flow into ideas management. If necessary, the products and services can be individualized and approaches for further development can be given. P. Schubert, M. Ginsburg: Virtual Communities of Transaction: The Role of Personalization in Electronic Commerce. In: Electronic Markets. Flight. 10, No. 1, 2000, S. 45\u201355. L. Zhao, F. Deek: User Collaboration in Open Source Software Development. In: Electronic Markets. Flight. 14, No. 2, 2004, S. 89\u2013103.  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