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BPO
Proposition -> Customers Need
Customer's Need
- Centralised & knowledgeable service
& data agents
- Unified, strategically developed marketing
& support services
- Tactical services such as data mining, data
warehousing & integrated customer support
to minimise churn
- Proactive marketing & support for customer
satisfaction & loyalty
- Compellingly low cost implementation
- Proprietary control yet outsourcing cost
efficiency
- Confidence in reliability of outsourced
services
- Bottom Line: Customer Satisfaction
End
User's Needs
- Larger enterprise accounts have account
managers
- Consumers & small/midsize enterprise
accounts are left on their own
- Classic CRM paradigm is reactive
- Reacts to spot fires
- Consumers & enterprise accounts need:
- Understanding & effective customer care
in language they understand
- Proactive CRM focused on “small things”,
not broad campaigns
- “Drive for show, putt for dough”
- Building Customer relationship means building
loyalty
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