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Link: PunkCX
In this discussion, the complexities and importance of addressing the “messy middle” in customer experience are discussed. It highlights the need to understand Relationships are key to business success. While automation and digital tools have helped improve efficiency, human contact is still needed to resolve complex issues and strengthen relationships. Customer centricity remains important in the B2B space. The pandemic disrupted relationships, so rebuilding trust through transparency, communication and tailored solutions is critical. Financing options, security instruments and working closely with sales teams can help struggling customers. However, automation, AI and machine learning still have potential to further transform the collections process going forward.
Key Points
- Relationships with customers are very important for business success and growth. • Digital transformation and automation have helped free up time for collectors to focus on customer relationships.
- Hiring and retaining staff is challenging, so automation helps manage the workload.
- Customer centricity is still important in the B2B space to build trust and loyalty.
- The pandemic disrupted relationships and changed customer contacts.
- Customer portals provide on-demand service but human contact is still needed for issues.
- Lisa works closely with sales teams to understand and resolve customer issues.
- Manufacturer financing through PMSI agreements can help struggling customers.
- Security instruments like letters of credit are used for international customers.
- Automation, AI and machine learning will continue to transform the collections space.
Key Takeaways
- Relationships with customers are very important for business success and growth
- Digital transformation and automation have helped free up time for collectors to focus on customer relationships.
- Hiring and retaining staff is challenging, so automation helps manage the workload.
- Customer centricity is still important in the B2B space to build trust and loyalty.
- The pandemic disrupted relationships and changed customer contacts.
- Customer portals provide on-demand service but human contact is still needed for issues.
- Lisa works closely with sales teams to understand and resolve customer issues.
- Manufacturer financing through PMSI agreements can help struggling customers.
- Security instruments like letters of credit are used for international customers.
- Automation, AI and machine learning will continue to transform the collections space.
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