Relationship between customer service and channel management

The Relationship Between Customer Service & Community Management « The Community Manager

relationship between customer service and channel management

Channel Management definition - What is meant by the term Channel Management is to develop a better relationship between the customer and the product. . or service corporate debt and reduce the overall debt burden on the company. Slide 1B. Explain the relationship between customer service and channel management. D. Describe the use of technology in the channel. Explain the relationship between customer service and channel management. Explain the nature of channel-member relationships.

If a contact option is available on the website, they will expect an answer.

  • Channel Management: Core To Your Customer Service Strategy
  • Explain The Nature And Scope Of Channel Management.
  • Channel Management / Distribution

The management sees their support channels as several separate entities. From their point of view, customer service is available at different times, on different channels to a different degree. This difference in perspective can lead to a poor customer experience. The customer, who is now returning home from the gas run, will soon check their Facebook inbox for a return message.

To avoid that, the company needs to adapt. It needs to reorganize its support to be more like what the customer expects it to be. And it can achieve that by going for the multi channel customer service approach. Customers choose which channel they want to use to contact a company. The choice is everything here: The customer is always contacting a company. Make sure that these teams know that the customer used several channels and what information they provided.

Multi channel customer service is all about choice. Provide channels your customers want Which channels you should go for? Well, the simple answer is: However, you can get a pretty good idea which channels they want to use from customer surveys if you run any or because they will simply tell you about it on other channels.

Certain channels like email, phone or social media are simply expected from a company these days. Phone One of the oldest and most popular forms of getting something sorted.

relationship between customer service and channel management

Email The 2nd biggest channel. Live chat If the phone was the king of real-time customer service, live chat would be next in line as it quickly grows in popularity.

The help desk is basically email customer service in the form of tickets with additional tools that speed up the case resolution.

relationship between customer service and channel management

Self-service The most cost-effective way to help customers. Once you set up a knowledge base article or an FAQ, it can help countless customers. Social media The new kid on the block. As soon as brands started appearing on social media, customers started using them to post complaints and get product-related problems sorted. A business must determine what it wants out of each channel and also clearly define the framework for each of those channels to produce desired results.

Identifying the segment of the population linked to each channel also helps to determine the best products to pitch to those channels. Cash Cow is one of the four categories under the Boston Consulting Group's growth matrix that represents a division which has a big market share in a low-growth industry or a sector.

relationship between customer service and channel management

It is referred to an asset or a business, which once paid off, will continue giving consistent cash flows throughout its life. A Cash Cow is a metaphor used for a business or a product, which exhibits a strong potential in terms of returns in a low-growth market.

relationship between customer service and channel management

The rate of return from this business is usually greater than the market growth rate. A company does not have to invest much in the business apart from the initial outlay. Once the company recovers its initial investment, it does not have to put in more cash to keep the business growing.

6 Things You Need to Know About Multi Channel Customer Service

A business becomes a cash cow or a dog depending on its performance in the growth stage. Under the growth share matrix model, a business can either become a cash cow if it becomes a market leader in the industry or a dog, which represents a low market share and a low growth rate.

Cash generated from cash cows are used to fund other product portfolios of business. Describe the role of business ethics in pricing. Explain the use of technology in the pricing function. Explain legal considerations for pricing. Explain factors affecting pricing decisions.

Channel Management

Understands the concepts and processes needed to obtain, develop, maintain, and improve a product or service mix in response to market opportunities.

Identify the impact of product life cycles on marketing decisions. Generate product ideas to contribute to ongoing business success. Determine initial feasibility of product idea. Adjust idea to create functional product.

Identify champion to push ideas through to fruition. Create processes for ongoing opportunity recognition. Describe the uses of grades and standards in marketing. Explain warranties and guarantees. Identify consumer protection provisions of appropriate agencies. Employ product-mix strategies to meet customer expectations.

Explain the concept of product mix. Describe the nature of product bundling. Identify product to fill customer need. Determine services to provide customers. Position company to acquire desired business image. Explain the nature of corporate branding. Describe factors used by businesses to position corporate brands. Develop strategies to position corporate brands.