On September 3, 2009
Beyond CRM: 5 Steps to Outfox Your Competitors
Imagine this all-too-common scenario: A customer needs to add a new line to his cellphone plan. He’s had a number of reception and phone issues, and he will stay with his current company only if offered a very good deal. However, the agent — unaware of the prolonged dissatisfaction and insensitive to the customer’s tone — suggests an expensive upgrade plan and rushes the customer to some type of decision.
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