At Hansa Cequity, we believe Analytical Marketing  will be the biggest competitive advantage enterprises will have in the next decade or two. Successful enterprises of tomorrow will be the ones who can organize and leverage customer information at speed ,to optimize their marketing performance, increase accountability, improve profit and deliver growth. Hansa Cequity insights will bring to you trends and insights in this area and it's our way of sharing best practices so as to help you accelerate this culture and thinking in your organization. We call this kind of an approach Analytical Marketing and we will constantly bring in "best practices" for improving your capabilities in Analytical Marketing.

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Making the Inbound contact matter-making Customer service profitable

Posted by Ajay Kelkar on Sun, Sep 07, 2008
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Marketers are so focussed on driving outbound customer contacts through Telephone,email and Direct mail that they seem to forget the power of marketing to customers who call you with a service need. Customers are in fact happy to recieve a cross sell offer if their primary "service need" has been met.But to do this effectively the call centre operation must be effectivly re enginneered with call centre employees in effect becoming advisors.

http://www.mycustomer.com/cgi-bin/item.cgi?id=133883

 

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