Organizations are pressured to grow revenues, reduce costs, and provide higher levels of customer service in a global marketplace where purchasers have more choices and less time than ever before. Selectively investing in high-value customers empowers organizations to boost revenues, reduce operational costs, and to increase customer retention/acquisition rates.

183

Organizations would do well to build decision trees and develop workflow processes to handle probable escalations or situations likely to occur based on previous customer interactions.

128

Whether [CDC is] acquiring the right companies or not, the strategy makes sense.

111