The best loyalty programs proactively analyze customer
behavior in order to identify and address at-risk
customers before they defect. However, when the loyalty
program is not successful, it is usually up to the
contact center to “save” the customer. Effective
customer retention programs are enabled by customer
relationship management (CRM) and analytics solutions.
Formal and informal contact centers need these
underlying systems in order to serve as the last line of
defense for businesses of all sizes – small, mid-market
and enterprise – that are threatened with losing their
customers to competitors.
This white paper is a blueprint for building a
successful contact center customer retention program. It
provides strategies and tactics for companies of all
sizes to employ in developing an effective approach that
will yield high financial returns. pdf
