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The Complete Guide to Customer Service Transformation

Report by Greg Rich, Andy Walsh, and Andrew Stevens

Download Info PDF | 1.91 MB

No matter your sector — and especially if you are a B2Bcompany — you are in the “service business. ”The benefit of putting customers at the very center of your business operations is now a well-proven strategy for businesses across every sector. For B2Benterprises, the stakes of a customer-centric orientation are even higher, as the value of any one relationship increases. Analysts from McKinsey to Gartner — to the editors of Harvard Business Review — have documented bottom-line benefits from an improved Customer Experience (CX).Most companies (>89%) believe they need to achieve better service. Analysts continue to help them quantify the stakes in terms of KPIs like the ease of selling to a customer vs. a cold prospect (14x easier) and the measurable value of customer satisfaction (140% increased spending vs.non-satisfied customers.)

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