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Article: Turning customer service into a conduit for sales and marketing.(Cutting-Edge Technologies for the Contact Center)
- Article from:
- Customer Interaction Solutions
- Article date:
- August 1, 2004
- Author:
CopyrightCOPYRIGHT 2004 Technology Marketing Corporation. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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Every industry is experiencing the increasing commoditization of its products due to limited product differentiation. In our technological age, speed to market is an understatement. As a result, it is difficult for companies to stand out among competitors that are offering similar products or services. We know that organizations with brand recognition and superb customer service are able to differentiate themselves; however, most focus on customer service as a business unit, rather than as a new marketing channel for promotion. Looking at the problem from a channel perspective rather than a business unit perspective allows a company to leverage more effective customer ...