Focus On The Customer And Win In The Downturn

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Executive Summary

Every economic downturn in history has inevitably been followed by an upturn, so embracing a good customer strategy during a slump will greatly increase your chances of still being in business when the recovery comes around. Ultimately, a recession can actually help differentiate companies and their service propositions. It is therefore worth making the case that cutting into customer-service spend is not necessarily the right option. In a challenging economic climate, businesses have the opportunity to become more strategic - and more profitable - by applying their resources in a more efficient and focused manner.

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