Cross-Selling Crash Course

Its my job to help telecom service providers improve their customer service practices and increase sales of their products and services. Because I get up close and personal with telephone companies in this regard, I speak with authority when I say they are missing crossselling opportunities. How do I know? When I work with a […]

Add Dollars, Customer Loyalty through IP Video Conferencing

Videoconferencing can be a great way to grow residuals and provide a new service that small and medium businesses might not otherwise be able to afford. That will be the focus of todays session Lights, Camera, Action: Desktop Conferencing is a Multimedia Experience featuring Susan Kinney-Mantione, general manager of master agent Global Systems Telecom Inc. […]

Customer Interaction Culture Key to Profitability

Exceptional customer service is key to building customer loyalty and, thus, ensuring long-term profitability. Loyalty shapes people’s choices on what they purchase, how they purchase and where they purchase. In a study conducted by the Forum Corp. on why customers changed brands, more than 60 percent switched because of poor service and lack of personal […]

Phone Plus Prepaid: Moving Beyond Talk Time with Enhanced Services

Posted: 12/2002 Moving Beyond Talk Time with Enhanced Services By Bob Shinn THE GREAT AMERICAN HUMORIST and cowboy philosopher Will Rogers once said, "Even if you’re on the right track, you’ll get run over if you just sit there." Although he wasn’t referring to the telecom industry, his words are particularly relevant for many companies […]

eCHANNEL: Online Telecom Buyers Spend More, Switch More

Posted: 10/2002 Online Telecom Buyers Spend More, Switch More Optimizing Online Sales Strategies Part 1 By Dr. Bonny Brown and Dr. Anthony Bastardi ONLINE CUSTOMERS SPEND more on telecommunications services than do offline customers, but tend to be a less loyal customer segment overall — with more online customers planning to switch telecom service providers […]

Agency – Online Relationship Tools Make Partners’ Lives Easier

Posted: 04/2001 Agency Online Relationship Tools Make Partners’ Lives Easier This year, carriers such as Sprint Corp. (www.sprint.com) and Qwest Communications International Inc. (www.qwest.com) have implemented online tools to better handle the enterprise relationship between vendor and channel. In tandem, companies such as ChannelWave Software Inc. (www.channelwave.com), InfoNow Corp. (www.infonow.com) and Partnerware Inc. (www.partnerware.com) are […]

Building Customer Loyalty With Customer Interface Software

Posted: 04/1998 By Jay Waldron What happens when a customer calls your main number in Sacramento, Calif., with questions regarding an account? Can you answer all those questions? Or do you have to transfer them to a division in Amarillo, Texas, to answer the second question? Does the representative in Amarillo then have to transfer […]

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