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Continuous Customer Dialogues: Strategies for Growth and Loyalty in Multi-Channel Organizations

White Paper Published By: Infor
Infor
Published:  Jan 03, 2011
Type:  White Paper
Length:  8 pages

Convergence is altering the telecom landscape. New technologies, new market entrants, and customers who want "more, better, faster, cheaper" are pushing those changes at near break-neck speed. Success today depends on understanding your customers and delivering communications, products, and services that best meet their needs while increasing their value. Industry thought leaders Don Peppers, Founding Partner, Peppers & Rogers Group; and Owen Sonnenschein, Telecommunications Industry Expert, Infor CRM Epiphany; discuss the need for telecom and all leaders to define customer groups based on needs, value, and behavior in order to improve retention, cross-sell, and up-sell. They also explain how to use customer insight to deliver a consistent customer experience and build strong customer trust.  Read this Executive Dialogue to learn how to:

  • Define the "real" customer in multi-user accounts, and how best to target each user
  • Integrate independent customer information systems and key customer IDs
  • Create targeted, relevant messaging that profitably improves up/cross-sell and retention
  • Deliver consistent messaging and experiences across channels, including social media



Tags : 
infor, customer loyalty, customer interaction, customer relationship management, crm