Asia Pacific Customer Service Consortium (APCSC) is founded with the belief of “Excellent Customer Relationship is the only way to Sharpen your Competitive Edge” to mobilize government, university, business community and to facilitate the continuous enhancement of customer service in across the region.

The Best-In-Class CRM Benchmarking Program (The Benchmarking) is conducted by APCSC continuously throughout the year with annual reporting to member companies from different industries. In addition to the benchmarking participants, APCSC makes regular mystery calls and visits to non-benchmarking participants to evaluate and benchmark their service performance.

Because of this diversity, benchmarking participants will be stimulated and inspired to revolutionize their services. The objective is to find solutions that member companies can adapt for use in their own business contexts, so that together we may learn faster from the best practices of other companies across industry, and pool resources to innovate where no one has yet found an acceptable solution.

The Benchmarking provides a solid overview of customer service and CRM operations, covering many important areas that can greatly impact service quality and customer satisfaction. Companies can learn from one another. With key industry representations, we can identify critical dimensions of customer service and support issues in the industry and provide the infrastructure for learning and knowledge management.

The Best-in-Class (BIC) recognition was awarded to the benchmarking participants during the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Summit who performed well in different areas of The Benchmarking. The BIC recognition represents high degrees of achievements for the participating companies.

On behalf of the Asia Pacific Customer Service Consortium, I wish you business success and Best-in-Class achievements!

Jason Chu, Chairman APCSC