Live from CCW: Brian Court of Intralinks and Alton Harewood of 8x8 reveal why customer centricity and cost consciousness are complementary concepts.
No matter how much business leaders salute the idea of customer centricity, they can never look past the financial piece of the puzzle. They can never abandon their concern for profitability.
The best organizations will, however, question conventional notions of "cost." Specifically, they will recognize that bad customer service practices and technologies actually cost money. They understand that a great customer experience is a great investment!
Well, it can be. While it is important to wholeheartedly embrace the notion of customer centricity, it is crucial to avoid recklessness. All initiatives must make sense for the business, its agents, and its customers. Brian and Alton discuss how they built a winning partnership by implementing the right technology for the right reasons.
Listen below: