Blog: contact management

Showing blogs: 1–2 of 2

Let customers control how/what/when when they hear from you

Dec 29 2009

One of the most annoying aspects of the customer experience does not have to do with the shopping experience but with the communication experience.    A constant refrain we hear from customers across the board (whether in B2B or B2C situations) is that they get too many calls or emails but often do not hear when there is relevant news that they are truly interested in.  On the other hand, a surprising (and dismaying) number of marketers still measure their productivity by the sheer volume of outbound communications (email, direct mail, calls, touches, etc.) rather than by the quality or even the relevance. 

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Care Not Cash

Oct 19 2009

We work with a fortune 100 financial services company that has over 10 million customers and a strong focus on marketing through their call centers.  We were working with them on a contact management strategy for their high value segments, with particular emphasis on the call center where they'd been unable to translate some of the analytics insight they'd rolled into their direct mail and online programs. Call center reps were taught to sell, sell, sell and this mentality was actually hurting the firm with their most valuable customers. 

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