Customer relationship: In which channels should companies invest?

by bold-lichterman

Are companies making good use of their customer relationship investments? According to an infographic published by Dimelo, publisher of Customer Relations software in SaaS mode, the discrepancy between the uses of customers and the way in which companies have chosen to address them is significant. Strategy errors that would amount to “200 billion losses”, if we carry – in an approximate way, however – at the global level these investments on “superfluous telephone advisers”, according to Dimelo.

For example, companies continue to invest an average of 77% of their budget in the telephone channel to communicate with their customer, while this one is “less and less used by consumers and totally in decline for the generation of more. young people (16-24 years old) ”, notes the editor.

At the same time, only 3% of business budgets are spent on social media. “An obvious gap when consumers use it more than 17% to communicate”, shows the infographic which is based on “compiled data”, coming to qualify the results.

Finally, Instant messaging also only receives 4% of investment as it is booming among customers. Dother observations in pictures:


Methodology: Dimelo compiled its internal data from interviews analyzed and conducted with 150 customers, mainly large groups such: SNCF, Bouygues Telecom, Orange, Canal +, BNP Paribas, Axa, Leroy Merlin, etc., and in the banking and e-commerce sectors.