VEChannel Event Profile

Maximize the Return on your Customer Contact Time

How to Use Your Inbound Service Channel to Create More Relevant Offers, Increase Sales by 15u% and Reduce Customer Defection Risk This session will discuss the sins of productpush marketing campaigns and make a case for holistic, customerdriven marketing. Holistic in the sense that all customer issues should be considered during each interaction, either inbound or outbound. Customerdriven in the sense that the company should never try to force the product, the channel, or the timing on its customers. Customerdriven also in the sense that during any inbound customer contact; all prompts, inquiries, and answers should be part of a justintime evaluation of the entire customer relationship and its commercial opportunity. Besides being good business, using both the most recent and relevant information during these engagements will improve response rates and boost customer satisfaction. This session will boldly claim that in an unpredictable, competitive and dynamic market, preplanned campaigns will rarely be very successful. Rather than planning a discrete stepbystep campaign its more effective under these circumstances to let the customer drive the interaction and then exploit the contact event to the fullest, wherever and whenever it occurs. This reverse approach will greatly improve customer satisfaction and will, in the end, be more effective in sales closure and retention rates. In this event, you will : Learn the stateoftheart of eventdriven customer communication. Learn how to combine personalized customer service with selling and retention objectives. Understand how a single corporate customer contact blueprint can add relevant and powerful intelligence to all customer engagements. One of the largest wireless carriers in the European market will cite examples of their success with this approach and show how its done. All you need to attend is : A 56Kbps Internet connection or better Computer speakers for the audio Netscape 4.x or Internet Explorer 4.x (AOL users: AOL 5.0 and above only) Linux Users Please Note: To use the current Java client you will need to update to the latest version of Mozilla 1.7.3. Firefox/Mozilla. Using FireFox. Click Here To Set Up The WebEx Event Manager installed before the event Click Here To Set Up . NOTE: This plugin will not install if your browser has high security settings or you do not have administrative rights on your PC.

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