How to Narrow Your View of the Customer
By
Joe Keenan
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and Catalog Success
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2. Share your knowledge. Provide the voices of your company — your customer service reps (CSRs) — a broader view of your customer, including transactional and demographic data. This helps your agents with upsell and cross-sell opportunities. The whitepaper cites Bell Canada as an example. The telecommunications company saw its CSR sales per hour climb 18 percent and a staggering 50 percent increase in offer response rates by providing the CSRs with pertinent customer information.
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Joe Keenan
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Joe Keenan is the executive editor of Total Retail. Joe has more than 10 years experience covering the retail industry, and enjoys profiling innovative companies and people in the space.
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