Customer Experience: The Recession

The economy is down so it is time to cut costs. When do you cut people and when do you cut the tools people use. When a customer calls and says they need financial relief it tells us the value they see in the software we provide is not what it once was. Its important in the customer experience process that the software they are using becomes critical to their success and is not thrown out at the first sign of financial distress. To get to the level where the customer considers our software critical involves building a relationship with the individual people who must use it within each organization we serve. During a recession is not the time to let those relationships fade.