What is goal in SAP CRM-CEC - Collaborative E-Care Management?

SAP Term: goal

• Component: CRM-CEC

• Component Name: Collaborative E-Care Management

• Description: The desired result of one or more tasks within a care plan. &EXAMPLE& A care plan can include a task to review online information about a member's condition with the goal of understanding this condition.

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• Key Concepts: 
  A goal in SAP CRM-CEC Collaborative E-Care Management is a target that a customer service representative (CSR) sets for themselves to achieve. Goals can be set for any number of metrics, such as customer satisfaction, response time, or resolution rate. Goals are used to measure the performance of CSRs and provide feedback on how they are doing.
  
  How to use it: 
  Goals can be set by the CSR or their supervisor. The goal should be specific and measurable, and should be achievable within a certain timeframe. Once the goal is set, the CSR should track their progress towards achieving it. If they are not meeting their goals, they should take steps to improve their performance.
  
  Tips & Tricks: 
  When setting goals, it is important to make sure that they are realistic and achievable. Setting too high of a goal can lead to frustration and burnout, while setting too low of a goal can lead to complacency. It is also important to set goals that are relevant to the job at hand and that will help the CSR improve their performance.
  
  Related Information: 
  SAP CRM-CEC Collaborative E-Care Management also includes other features such as customer segmentation, customer journey mapping, and analytics. These features can help CSRs better understand their customers and provide more personalized service. Additionally, SAP CRM-CEC Collaborative E-Care Management provides tools for managing customer service operations such as call routing, case management, and reporting.