VoltDelta's "Expert Opinion" in 1to1 Media

The Importance of Customer Segmentation in the Contact Center

Posted Dec 15, 2009

Understanding customer value improves service delivery.

From Customer Lifetime Value to SatMap scoring to the Pareto Principle (20 percent of customers deliver 80 percent of the value), everyone seems focused on slicing and dicing customer characteristics to achieve some sort of profile. These efforts often yield results for many parts of an organization, such as geographically dispersing salespeople or demographically chartering marketing efforts. Customer care organizations, however, are often overlooked.... continue reading here