Peppers & Rogers Group combines a global perspective, deep expertise in customer strategy and decades of experience serving top companies. Read our latest insights and thought leadership on the customer economy.
Customer Service
The contact center represents a critical touchpoint in the customer-company relationship. Customers often reach out to a company's contact center because of a problem they're experiencing with a product or service. When this happens, customers are typically in an unfavorable mood.
Continue reading "The Contact Center is the New Marketing Arm" »
Whether it's the global credit crunch, rocketing food and fuel prices, increasing interest rates or political instability, businesses have to navigate their way through uncertain times. Keeping revenue flowing whilst keeping an eye on ever-increasing overheads is the key to survival at times like this and it has become crucial that companies continue to bring in those all important sales that keep the business afloat.
Whether it's services, goods or time that is being sold, the successful businesses outsmart their competitors, and while more advertising will likely bring in more sales, there is one often neglected area that needs to be given attention when times get tough: customer relationship management (CRM).
Continue reading "CRM Vision to Reality: How to Become More Customer-Focused" »
Customer churn is like a leaking faucet that, if left unchecked, can erode the foundation of your business. So getting a handle on what's causing it and what can be done to fix it is critical, especially in highly competitive marketing environments.
Continue reading "Prevent Customer Churn - Ways to Save Your Revenue" »
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