It is every company’s goal to provide their customers with the best customer experience. The BIC recognition is awarded on annual basis to participants of the Regional CRM Benchmarking Program. The Benchmarking is an on-going program which allows companies to benchmark their business and service operations, enabling them to identify key market trend, best practices and set investment plans. The benchmarking includes CRM Contact Center and Customer Service Center business performance, as well as areas in which participating companies need attention. APCSC has formulated this program to help companies identify areas in which improvements can greatly increase customer retention and repeat business.

The benchmarking self assessment is integrated with the Customer Service Quality Standard (CSQS) framework in order to both improve the categorization of the extensive benchmarking areas and to help companies to easily assess themselves from a customer service management perspective. The CSQS has been developed jointly by the Asia Pacific Customer Service Consortium (APCSC) and the researchers at the University of Hong Kong (HKU), with industry support by the CSQS Committee Asia Pacific. The integrated benchmarking with the quality standard will provide a new perspective for developing future strategies.

Through a strategic partnership the Customer Service Institute of Australia (www.csia.com.au), APCSC has combined the expertise and knowledge required to develop, deliver and manage the 2007 BIC CRM Benchmarking.