Call Center Anywhere
Never in history have been more demanding and fickle customers in today's economy. Companies that provide no customer service will be long gone. In this new virtual business environment, customer service is your competitive advantage. Therefore, business success is more than ever on keeping your customers. Enjoy the virtual enterprise strategy to catapult your profits!
Technology, especially technology customer service, has evolved by leaps and bounds. Customers are no longer chained to their store to get the customer service exceptional. They are now empowered to take their business wherever they can get the best service. Now they are freed from the constraints of distance, thanks to technology, they are free to buy anywhere on the planet … your competition no longer the shop across the street, but one in Asia, South America or anywhere else on earth where it is exceptional customer service.
Keeping customers is not only smart business practice, but a great value as well. This is clearly measured by the Customer for life Value (CLV). Most business owners do not see the value of a customer on the basis of the first sale, but do not take into account purchases future of this customer. Here is an example:
Mary gets his pants cleaned at the cleaners for $ 8. Most business owners will see this as only income. Fortunately, Mary returned the following week and gets her dresses and blouses cleaned for a total of $ 20. Now you do not have to spend money on marketing, advertising or sale to bring Mary back, she just loved your service and how clean your clothes. So, in reality, you have $ 28 of Mary. Therefore, the real value of Mary is all the cleaning, she did more for all future cleaning, it will happen if you work hard enough to retain his loyalty … follow me so far?
To obtain the lifetime value of your clients on average, simply multiply the average turnover that you have done by the average customer is returned to your company. The formula is simple:
Average life = Estimated Average Selling Value x estimated number of customers bought Times Again
So now you know the CLV of customers, the next question is … your customers are profitable? After all, you're in business to make a profit. To find out if your customers are profitable, simply multiply your average profit per sale by the estimated number of times your customers to buy again. The formula is simple PLC.
Earnings Estimate duration Average life = average profit per sale x estimated number of customers bought Times Again
Knowing these figures will help you decide how a virtual enterprise can increase the lifetime value of your customers and therefore your business profits.
In a model of virtual enterprise, you can implement the various customer service technologies available to reduce costs (and thus increase profits short term). A model of virtual enterprise also allows you to implement a multi-channel customer communication system to increase the customer loyalty (and thus increase long-term profit).
A customer service virtual business established:
Cost is mostly free or very little
It is ready for Internet
You do not need programming skills to implement
You can have it up and running in minutes
You can have employees or agents around the virtual world
Now see how these issues affect the CLP formula, we have discussed above. Customer Lifetime Profit and CLP is providing the benefit of knowing your customers. This means that if you reduce costs, the benefits of your virtual enterprise will be higher. Therefore, having a network infrastructure based customer service in your virtual company, your employees can work outside their homes. This reduces your costs because you no longer to provide office space, utilities, office supplies, etc. If your business and industry, it allows, you can even rent the representatives for your virtual business virtual … which means no taxes on wages or employee benefits. As most applications are free or low cost, it means that your pocket set-up investment costs are very minute.
A system of virtual tour of multi-channel communication is composed of:
Chat
Voip Phone
Virtual PBX
Online Fax
Support Office Online
Management System Customer Relationship
Web Forms
…. And sometimes the old post
How do these multi-channel strategies and applications that help you in your customer loyalty? Again, to return to the Customer Lifetime Value or CLV discussed before, the more your customers buy from you, the more your CLV. With an online multi-channel support 24 / 7 system, they can contact you in whichever way suits you best, the creation of mass loyalty. Loyalty means that your customers return For more, which in turn means greater CLV.
Customer loyalty has never been so difficult. As you can see, the configuration of your system customer service as a virtual company will reduce your costs, thereby increasing your profits (PLC). It will also your customers buy from you again and again which increases the value of your customer (CLV). Remember, the customer loyalty will make you much more money in the long term!
Jacqueline Burgoa was nominated by Forbes.com as “30 Women Entrepreneurs to Follow on Twitter“. MBA. 16+ Years Virtual Business Owner. U.C. Berkeley Graduate. Worked in Singapore, Bolivia & U.S. Mom of 2 boys. She is the founder of http://www.JackieBiz.com where small business owners and home based businesses learn the latest virtual business strategies on how to work less and make more in their businesses.
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