It's a little more problematic if a high-value customer is calling from the office or from some other non-home...
or non-mobile phone number and you can't simply identify them from the caller ID information. Sometimes you can gate your VIP customer callers by giving them special numbers. So if you're an airline, the platinum and gold fliers get to call a special number and that gates the call into a high-value customer area.
There are software firms that offer applications that have very sophisticated ways to parse calls up and distribute them, taking consideration of the value of the customer in the call distribution process. We're not technologists, Martha and I, and I can't name these providers -- I know for a fact however that Chordiant has been doing this for years, almost since its founding. So my suggestion is to get a list of other software providers that have this VIP customer call feature and I think many of them do. Talk to your Gartner or your Forrester rep.
Hear more in Creating Customer Value, a SearchCRM.com monthly podcast series with Peppers and Rogers.
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