ICMI Expo Downloads 2021

MetricNet is honored and excited to be presenting at the annual ICMI Contact Center Expo – A Digital Experience! This year, Jeff Rumburg, Managing Partner at MetricNet, will present:

Session 403: The ROI of Customer Care: How to Leverage Your Contact Center as a Competitive Weapon!

Wednesday, April 21, 2021 1:00 PM to 1:45 PM

Download the presentation slides

Most organizations treat customer care as a mere expense, a necessary cost of doing business. But an increasing number of progressive companies have turned this cost-centric paradigm upside down and now manage customer care as a value center. Those who operate under the value-centric model of customer care actually create and sustain measurable economic value for the enterprise. The simple fact is this: for many organizations, customer care represents an untapped opportunity to differentiate its products and services from the competition. When managed as a value center, customer care can drive greater loyalty, repeat business, increase average sale size and lifetime customer value, and grow market share! In this session, Jeff Rumburg will present case studies and benchmarking data to support the business model of customer care as a value center. Attendees will learn what it takes to make the transformation from cost center to value center, how to measure the ROI of B2B and B2C customer care, and how to create a sustainable competitive advantage based on customer care.