There is a significant performance gap between companies that fully apply best customer service practices and those that are inconsistent in their approach, according to a new report from the Miller Heiman Research Institute.
There was a gap of 13 percent between the two groups of companies in performance metrics such as account acquisition, customer retention, account billing and revenue growth, the report found. When best practices in selling and sales management were thrown into the mix, the performance gap increased to 25 percent.
Loading ...
Study: Topnotch Customer Service Yields Strong Returns
Posted by: Erika Morphy October 11, 2013 05:00 AMThere is a significant performance gap between companies that fully apply best customer service practices and those that are inconsistent in their approach, according to a new report from the Miller Heiman Research Institute.
There was a gap of 13 percent between the two groups of companies in performance metrics such as account acquisition, customer retention, account billing and revenue growth, the report found. When best practices in selling and sales management were thrown into the mix, the performance gap increased to 25 percent.