April 06, 2011
Webinar - Archived Webinar Explores Value of Customers in Service Chain
By Susan J. Campbell, TMCnet Contributing Editor
Companies rarely customize their service according to the value of the customer. This often happens in the sales side as the representative wants to cater to that customer that will bring in the largest sale, but what happens once the account is in place and the customer is trying to receive support?
TMCnet recently partnered with inContact to offer a free webinar, “Using Customer Value to Distinguish Service Levels: Optimize service delivery and increase customer profitability by matching support channels to customer value.” This webinar originally aired on Thursday, March 31, 2011 at 2:00 p.m. ETD, yet it is now available for you to view in its archived form.
Register now to access the archived webinar and you will explore how every customer brings a different value to your company and why each customer should receive support that is customized according to their worth to your company.
An Accenture (News 
- Alert) study suggests that companies that recognize the unique value that each customer brings to the organization and differentiates service delivery according to that value are able to maximize their business outcomes. In fact, companies that have optimized support channels to match the value of the customer have enjoyed 2 percent growth in revenues, while also reducing operating costs by as much as 8 percent.
This archived webinar features inContact execs Mariann McDonagh, chief marketing officer, and Bassam Salem, senior vice president of Professional Services. These experts discuss the reasons why service-level differentiation is crucial and the benefits that your company can enjoy when you apply the right mix of self-service and agent-assisted support. In the end, you will learn how to deliver on customer expectations and boost business value like you never have in the past.
The webinar focuses on teaching you why differentiation matters in your service levels and how it can be easily applied to develop trust and profitable relationships. You will also learn how to differentiate those customers according to their value so you can determine the best support channel.
The archived event also grants you access to best practices for encouraging specific customers to use self-service tools and the role that social media plays in your overall service optimization mix and how it can be integrated into the overall service chain.Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.Edited by
Janice McDuffee
