Proactive Outbound Communication: Is it for Me?
As of 2012, statistics gathered by Forrester show that 29 percent of surveyed enterprises had already invested in proactive outbound communications. This type of communication involves an assortment of activities to include everything from service alerts and workarounds to cross and upselling. Forrester also predicts that the range of channels for growth will remain strong as marketers move to media-rich environments suited for tablets and smartphones.
The key to using this strategy effectively is using it to inform customers to improve customer experience and soft selling, as opposed to hard sales and intrusion. If you can effectively anticipate your customer’s needs, you’ll find great success in this area and greatly reduce outbound sales calls.