An Example of Owning Customers
One of my clients is a software distributor. It is very good at what it does and constantly strives to improve its service to its clients. It wants to improve and is not reluctant to spend money to improve its already excellent service. My introduction to it came as a result of a change in technology that it was prepared to implement to improve its customer service. Part of the planned change was a conversion to an automated answering service as part of its telephone system. It had observed the calling patterns of its clients and had determined that the automated system would be an asset to them and that the system would improve efficiency while reducing costs. The system had been identified, and the company was ...
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