A company’s greatest asset is the untapped potential of its workforce. Often times, your customer contact employees spend more time with your clients than your sales force. Therefore, it is important that those customer facing employees are trained to manage and build the relationship.
Studies indicate that customers can leave even when they are “satisfied” or even “very satisfied” with your business. This indicates that “Customer Satisfaction” for retaining clients is not the right measurement of whether a customer will stay.