The Economics of Customer Relationships

The Economics of Customer Relationships

The great balancing act! Many companies are dealing with what appears to be conflicting issues. How do you determine the correct balance between the handling of customers effectively and maintaining appropriate services levels.

To effectively design your service level and customer experience, you need to understand the financial drivers behind your service level performance. It is imperative to understand what the value of each relationship is, as well as the costs of complaints. Serving different customers differently is another critical principle to maximizing your customers’ relationship value.

This session will focus on identifying the key financial drivers of customer relationships and how to apply them to design an optimal customer experience.  The webcast will include results from the latest CEM benchmark study regarding organizations understanding of the economics of relationship driving their business.

Your Workshop Leader

Lior Arussy is an author, visionary, consultant and creative catalyst in the areas of creating delightful customer experiences and executing profitable customer strategies. Mr. Arussy's company, Strativity Group, advises both Global 2000 companies as well as emerging businesses around the world. For his thought leadership and contribution to the industry, Mr. Arussy received CRM Magazine's "2003 Influential Leaders" award and served as a juror on Fast Company's Customer First Awards 2005.

Mr. Arussy's syndicated column Focus: Customer, reaches over 600,000 readers worldwide every month. His accomplishments have been recognized by leading press and analysts such as ABC, The Wall Street Journal, Financial Times, The Times of London and Gartner. Mr. Arussy completed his undergraduate degree at Case Western Reserve University and received his MBA from the Weatherhead School of Management.

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