Managing customer profitability with Martha Rogers
SearchCRM.com
From a customer's point of view, the customer service representative (CSR) is the "face" of the company, and everything they say and do during a customer interaction has a positive (or negative) effect on customer satisfaction and customer profitability. In the May installment of Creating Customer Value, a podcast series with Peppers and Rogers, Martha Rogers takes questions from readers and explains how CSRs impact customer profitability every time they interact with a customer. Listen to Martha's podcast for best practices on building customer profitability through CSRs and tips for treating each customer as an individual.
| Managing customer profitability with Martha Rogers |
Play now: You must have Adobe Flash Player 7 or above to view this content.See http://www.adobe.com/products/flashplayer to download now. | Download for later: Managing customer profitability with Martha Rogers • Internet Explorer: Right Click > Save Target As • Firefox: Right Click > Save Link As |
 |
|
|
|
| Martha Rogers | |
|
|
Named one of the nineteen most important business gurus of the past century by Business 2.0 Magazine, Martha Rogers, Ph.D., is a founding partner of Peppers & Rogers Group. Marth has been recognized for the past decade as one of the world's leading experts on customer-based business strategies and growing customer value.
Highlights:
Fast forward to questions that interest you most.
| Related resources on customer equity and customer profitability |
- Read Peppers and Rogers' latest book, Rules to Break & Laws to Follow.
- Find out how a call center helps increase customer profitability.
- Ask your own customer equity questions of Peppers and Rogers to be answered on an upcoming podcast.
- If you prefer to read rather than hear Peppers and Rogers' answers, visit SearchCRM.com's Ask the Expert pages:
Ask the Expert: Customer equity: Long-term and short-term
Ask the Expert: Building trust with customer strategy