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Dustin Biddle

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CRM & Social Media Implementation Consultant , Astute Solutions

10 points

I currently work with creative workflow design and process optimization focusing on toolset definition and business to consumer relationship management.

Oct. 5, 2011

Dustin Biddle and 4 other people answered this question at this roundtable

Simplifying Social Business: Customer Centricity in a Social CRM World [10/5 @ 11 am]

Should marketers or customer service reps be in charge of social media complaints?

Oh I love this question!
I deal with this question a lot. The answer I believe is very challenging. I have seen marketing overlook a cry for help causing a PR nightmare and a sales oppertunity fall short as it landed in the hands of ... more

Customer Service

Oct. 5, 2011

Dustin Biddle and 2 other people answered this question

What is the best way to calculate the calls per customer CPC?

Raza, I beleive we would need to dig a bit deeper into your toolsets for gathering this metric. If you want sheer metrics based on volum then IVR + Agent CAlls / Subscriber Base I believe would get you a number. I don't know how ... more

Customer Service

Call Center Metrics

Calls per Customer

Contact Centers

Oct. 1, 2011

Dustin Biddle and 12 other people answered this question

Do 'one-time customers' exist?

Well one theory of thought.. A customer themselves perhaps may never again physically give you money, but their words and opinions are railway systems affecting and influencing others who may would of never used your business before(no matter the medium). One customer brought another customer ... more

Customer Service

Customer Experience Management

Customer Satisfaction

Oct. 1, 2011

Dustin Biddle asked a question

So your company understands how Social Media works then what?

Market Research

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Customer Service

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Knowledgeable in 9 Topics

Simplifying Social Business

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