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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.
Relationships with customers are very important for business success and growth. • Digital transformation and automation have helped f...
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