Christopher Musico of DestinationCRM.com, reports that the one thing that happens in a downturn is that everyone is focused on keeping customers," explains Natalie Petouhoff, senior analyst at Forrester and co-author of the report "The Economic Necessity of Customer Service." "Don't you spend on advertising? Of course you do, and it costs money -- but it has value if it's done well. The same goes for investment in customer service."
Petouhoff's 5 Recession Busters:
make self-service work across all channels;
be proactive about chat;
invest in online social-networking communities;
explore unified communications (UC); and
empower sales agents with co-browsing tools.
What do you think? Could you add a few more to the list?
1 comment:
To improve communication with existing customers, a good service One Call Now provides automated phone messaging service to make customer notification easy and sends customer reminder calls and notifications with automated phone messaging service.
Dwight Hunter
http://www.onecallnow.com/Business/customer-notification.aspx
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