In light of volatile economic times, retaining customers is more important than ever. After all, some analysts suggest that keeping an existing customer coming back can cost two-thirds less than the cost of attracting a new customer. Because of this, customer service is king in the business world as companies seek to control their reputations online and by word of mouth by making sure that all customers are treated with respect and that their expectations are consistently surpassed while doing business with them.
Call centers help businesses respond to customer issues in real time as they occur. This means that a company that has a well publicized 800 number for customer service can respond faster and more effectively to any and all customer issues.
Many businesses balk at the cost of a call center, perpetuating their limited ability to deliver the customer services that are necessary to retain their best customers.
The few, the proud, the best customers
The 80/20 rule of thumb states that in work 80% of the results come from just 20% of the effort. This rule loosely applies to customers where the minority of customers are responsible for the majority of sales. From the soda business to the rental car business and beyond, most businesses find that the smallest part of their customer base is responsible for their largest portion of sales.
Because customers are hard to find and expensive to get, no business can afford to lose the customers they already have. The number one way to improve retention is to have a call center in operation that can promptly receive customer inquiries and act on them.
Just think about it: the largest customers will need support more often. If your business cannot support those customers, they will go to businesses that will have services available when they need them. This is where the relationship between Microsoft CRM and customer call centers becomes very important.