Customer service in the information technology industry
When we talk about the success in the IT industry, we focus on advanced solutions, pricing and marketing of products or services. What we discovered is so very important that parameters are usually omitted: customer service, business client relationship and long-term satisfaction.
Many customers with your advertising needs and to help us see clearly the tendency to focus efforts on sales and marketing business. Unfortunately in many cases the ROI of marketing campaigns remains low and only rarely correctly calculated the complicated nature of the campaigns and inability to track advertising results. It seems as if the publicity is the right solution to build a customer base and grow your business. Here the motto is: “if everyone why don’t I do?”
There are many studies to support this approach. The belief is that it is much cheaper with an emphasis on service departments. If your customers are satisfied, means that more business and references on repeat. The problem is that the creation and management of the Department of high quality service no financial commitment. The main question is: what is the right balance between the resources spent on advertising and customer service?
The answer is not so simple. You must keep your business competitive and growing. My business sense tells me that the focus is on customer service, 70% and 30% on advertising should be, but of course the numbers must be carefully applied in each individual case. I think a startup should be more aggressive, from point of view of marketing, but once you the critical mass of customers have reached, focus selected customer service and building ongoing relationships with customers.
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