Attracting new customers is good for business, but retaining customers is even better. It costs one-fifth as much to retain a customer as it does to obtain a new one. In most organizations, 80 percent of profits are generated by 20 percent of their customers — the ones who are most loyal.
Cloud and collaboration technologies have changed both the way we work and the workplace itself — and closer integration of these technologies will create new opportunities for innovation, efficiency and profitability. For smaller organizations, unified communications (UC) solutions provide the logical platform for seizing these opportunities.
In times of economic uncertainty, business decisions get tougher and spending is scrutinized. But many organizations agree that it makes good sense to invest in customer experience (CX) technologies.
According to Metrigy’s Customer Experience Transformation 2022-23 report, more than half of companies plan to increase their CX spending by 2023, with an average increase of 17.3 percent.
Today’s consumers are no longer satisfied with receiving the right product at the right price at the right time. When they have a question or a problem, they expect the question answered or problem resolved quickly, with clarity, through the communications channel of their choosing.
Online collaboration tools have been a lifeline for employees working remotely. Voice and video conferencing, instant messaging, chat and other tools enable workers to stay connected, share information, make decisions and serve customers.
But the rapid transition to remote work caused many organizations to implement collaboration tools in an ad hoc manner.
What do your customers want? Are you providing it? These may be the two most important questions any business can ask about its operations, but a new study suggests most won’t like the answers.
According to Forrester’s 2018 U.S. Customer Experience (CX) Index, the vast majority of businesses across all sectors don’t seem to fully understand what matters to their customers.
