To grow, most companies continue to be more invested in acquiring new customers than in proactively retaining existing ones. However, customer service—with a specific focus on reducing churn—is also a critical growth driver.
Companies can do three things to help position service as “the new sales” and effectively use churn reduction to profitably grow:
1. Quantify churn’s impact;
2. Give retention the attention it deserves; 3. Tackle the most toxic interactions.
Learn more at http://www.accenture.com/ServiceisnewSales