Managing customer profitability with Martha Rogers
In the May installment of the Creating Customer Value podcast series, Martha Rogers takes questions from readers and explains how CSRs impact customer profitability every time they interact with a customer. Listen to Martha's podcast for best practices on building customer profitability through CSRs and tips for treating each customer as an individual.
From a customer's point of view, the customer service representative (CSR) is the "face" of the company, and everything they say and do during a customer interaction has a positive (or negative) effect on customer satisfaction and customer profitability. In the May installment of Creating Customer Value, a podcast series with Peppers and Rogers, Martha Rogers takes questions from readers and explains how CSRs impact customer profitability every time they interact with a customer. Listen to Martha's podcast for best practices on building customer profitability through CSRs and tips for treating each customer as an individual.
- Visit the Creating Customer Value podcast archive.
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Managing customer profitability with Martha Rogers
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Named one of the nineteen most important business gurus of the past century by Business 2.0 Magazine, Martha Rogers, Ph.D., is a founding partner of Peppers & Rogers Group. Marth has been recognized for the past decade as one of the world's leading experts on customer-based business strategies and growing customer value.
Highlights:
Fast forward to questions that interest you most.
- 00:45 What effect does up-selling and cross-selling have on customer satisfaction? While up-selling and cross-selling can build customer profitability, is it worth negatively impacting customer satisfaction?
- 02:30 As a call center manager, what can I do to put the right information in the hands of agents so they can increase customer profitability?
- 04:10 I just started work at a call center where we are encouraged to build profitable customer relationships. Do you have any tips for using my time on the phone with customers effectively?
- 05:35 Should customer service representatives be assigned to specific customers, allowing them to establish a relationship and provide more personalized service? How might this strategy affect customer profitability?
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Related resources on customer equity and customer profitability -
- Read Peppers and Rogers' latest book, Rules to Break & Laws to Follow.
- Find out how a call center helps increase customer profitability.
- Ask your own customer equity questions of Peppers and Rogers to be answered on an upcoming podcast.
- If you prefer to read rather than hear Peppers and Rogers' answers, visit SearchCRM.com's Ask the Expert pages:
Ask the Expert: Customer equity: Long-term and short-term
Ask the Expert: Building trust with customer strategy
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