John Willmott of NelsonHall says the emphasis is getting more positive in customer management services.
Growing revenue, not cutting costs
- Part 1 | Part
2
John Willmott: CMS can raise customer
satisfaction
The approach taken by companies buying customer management
services (CMS) is changing in a highly significant way. The
traditional emphasis on reducing the cost of customer service
and customer acquisition is being abandoned in favour of a
more impactful emphasis on providing costeffective support
for customer revenue growth and retention.
This move is giving rise to a new fast-growing market for
transformational CMS – organisations harnessing customer management
services to transform and improve their customer processes.
More...
If you are not registered with the site, please register now to read the rest of this page.
If you are registered, please sign in to read the rest of this page.
