RightNow – On Demand CX Software

What should a business do in a recession?

1. Only approve projects with a positive near term ROI, period.
It still amazes me that companies have ever been willing to buy technology on faith, write a huge check and then wait 6 – 12 months (and sometimes much longer) for any business benefit. If those days weren’t over before, they should be now. You should expect your vendors to prove the value they can create in a production pilot prior to writing a big check. And that value should come in the form of hard savings; reduced phone calls, tangible improvements in customer satisfaction or other measurable increases in efficiency. If a vendor is not willing to do a production pilot, you should question whether they should be your vendor.

2. Invest in your customers … it is more important than ever for them to be happy and loyal.
Customer don’t grow on trees and in tough economic times it is even harder to attract new ones. Consequently businesses must keep the ones they have. Investments in delivering great customer experiences have never been more important. Many of you agree; next week is our world-wide summit on customer experience and even with the market meltdown and the associated travel restrictions many companies have imposed, we are planning on record attendance based on registrations. I hope to see many of you there.

What is your company doing differently in light of the current economic times?