The perceived leverage customers possess has shaped the customer service identity over the past decade as a function fully committed to delivering support on the customer’s terms. However, the customer service function has had an epiphany: Not every customer should be retained, not every interaction should take place and not every metric should be tracked.

Download this research to prepare your organization for the adoption of a new identity by taking these actions: 

  • Maintain healthy and responsible relationships with customers.
  • Identify the most relevant opportunities to improve the customer experience.
  • Improve profitability, staff well-being and resource allocation by selectively serving the customers that offer the most growth potential.