In United States

This market is dead, but we refuse to bury him, because it is what we do. Mass marketing continues and will continue forever. But the difference will be marked by the individualization of the relationship with customers. Today’s niche is the individual. To do so we must implement strategies of relationship marketing, which is now within the reach of any company large or medium-sized, even small, thanks to the new technologies of information, efficiently and intelligently managing the databases of customers, from a system of interactive contact. In other words, from a modern Contact Center or contact center. Why if it lacks Call center, the client will be exposed to widespread treatment. Save in the exceptional case that the officer on duty, identify, learn, recognize, differentiate and interact intelligently, the relationship will be impersonal.

A contact center doesn’t have to be a large Department with hundreds of booths, or a costly outsourcing. In fact if your database to work is small, the exclusive dedication of a single person, supported by integrated, and possibly with a simple excel sheet with a computer and a telephone will suffice. The important thing in this case is the strategy. Before technology strategy. Now that if your database is several hundreds or thousands of records and clients at the same time have different options and do multiple transactions in periods relatively short, since it must rely on multiple tools to the modern Call and Contact centers offer today. Apply the CRM and one-to-one marketing strategies, is an obligation of every company that wants to survive in today’s competitive market.

Increasingly clients are more demanding and want to be served in a timely, agile, personalized and intelligent. This may be the reason why the contact center industry has developed in a vertiginous way. 72% Of American companies use the system either internal or via outsourcing.


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