The point is, if we want to spend time effectively with customers, what we really want to try to do is learn from the customer so we can serve her better next time. We don't want to try to stick her with more stuff, but rather help provide a solution to whatever problem she has, so we are better able to offer her the next right thing that she's bound to need. So, that's the best way to use our time on the phone with customers -- it's precious time, and we need to think of it that way.
Hear more in Creating Customer Value, a SearchCRM.com monthly podcast series with Peppers and Rogers.
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