Value of Customer Segmentation !!!

Call Center, Answering Services and Call Centers services - Call Centers India Inc.
Before many years when I was placed in a team as an analysts whose work was to furnish decision support to an whole credit card enterprise. It was a dream job fo me. My team and I got to handle difficult but fascinating projects in all processes of the company, from who to provides credit cards, how much of a credit line to give them, who to offer marketing promotions, who to watch as a credit risk, how to manage customer services and collection, which clients who were late in paying should we call, what payment programs to offer them, how to arrange collections calling resources, and more.

Of the many things that I took away from these jobs, two come to mind. The first is that you can apply some passably mathmatical tricks to real-world problems and come away with very amazing improvements in operational and marketing performance. In the credit card world, you do a lot of test and control to determine the best approach to shape customer programs and offers and, invariably, the use of math modeling, always trumped "expert's best judgment" methods.

The other item I have gone from this job was the power of customer segmentation. For both good and bad. I'll explain this in brief. Segmentation might be very powerful. It can also complicate how we arrange our contact centers. Today, we have discussed both the power of segmentation and the some of the difficulties related to managing a segmented world.

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