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In a call centre giving technical support to the computers produced by the company the reps also have a sales target. They can sell additional warranties for the computers, computer accessories, or brand new computers. But many of the customers do not like it. Many of the elderly customers are more comfortable feeling a product in a shop before buying it and they do not mind the time spent. And this has led to a dip in customer delight surveys. They were satisfied with the support but did not like the sales pitch. Is it an acceptable practice to fund support with additional sales. Or is it better to wait and let the customer see a company ad somewhere else and then decide.
IT'S good idea that :
Customer retention is the activity that a selling organization undertakes in order to reduce customer defections. Successful customer retention starts with the first contact an organization has with a customer and continues throughout the entire lifetime of a relationship. A company’s ability to attract and retain new customers, is not only related to its product or services, but strongly related to the way it services its existing customers and the reputation it creates within and across the marketplace.
No I think the money can be utilized to give incentives to employees . Retention requires a sustained investment in it and can't risk to fluctuate. Investment should go up with number of clients. I'm with employees on this one.
Its a good idea and I am totally agreed with Ms. Nadia
Customer retention is the activity that a selling organization undertakes in order to reduce customer defections.
I don't support the idea of sales funding to retain its customers. Customer retention will be more on by focussing giving good products which customer believe it has a value for their money invested. Provide them good services without delaying their valuable time. Make sure the brand belongs to them.
