Is Customer Service the New Engine of Growth?

Executives are paying more attention to customer service in an effort to increase sales and gain market share in the economic recovery. Customer service can be a growth engine for a company in a world where marketing dollars and credit is constrained.

Where marketing and sales budgets are being cut, customer service might be the most effective area for increased funding as the economy recovers. Customer service should dedicate more of their efforts to the customer segments considered most lucrative and bolstering customer service operations in an effort to retain customers and sell higher-priced services. Opportunities to pitch related services, cross-sell and up-sell rather than rushing off a call may be the best way to gain growth and revenues.

Also service representatives might be better coached on expanding relationships with customers. Call-center agents might focus less on resolving calls quickly, and more on building customer loyalty. More loyal customers will spend more money.

For more information on integrating marketing, sales and customer service to drive the
greatest lifetime customer value, please contact us or visit www.bb2e.com or info@bb2e.com

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