Our approach to reducing cost from marketing, sales and service functions - without losing your customers
Reducing your costs to sell and serve
For many organisations, delighting customers and driving up customer revenues at the right cost is a constant tension between sales and marketing, customer service and finance. But in today’s tough markets your customer and commercial strategy and the cost of marketing sales and service functions are receiving additional attention. Your challenge is to cut costs from these customer-facing functions while retaining customers and even growing market share. Without this balance, success after the downturn may well be limited.
Many ways of cutting costs from customer-facing functions, such as consolidating contact centres, moving more services to outsource vendors, and increasing productivity and utilisation, are not new. Others, such as increasingly sophisticated use of self service and customer analytics technologies, are more recent developments. You need to understand the impact of these changes on your customers’ desire to join or remain with your company, or on their use of your products and services.
For further information, download our publication 'Our approach to reducing cost from marketing, sales and service functions - without losing your customers'. (PDF, 125KB)
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