Nueva aritmetica.
Author | Brown, Greg |
Position | Conexion |
¿Dónde está el dinero en América Latina? Las compañías solían seguir la regla de 80/20: el 80% de los gastos lo hace el 20% de sus clientes. Pero ahora algunos en el sector de la tecnología descartan ese modelo. Don Peterson, presidente de Avaya, fabricante de software de comunicaciones, ve dos tipos de clientes para su negocio de centros de llamadas. Uno es un banco de hipotecas económicas, el otro es un banco de alto nivel. Ambos necesitan centros de llamadas. "El primer banco sólo quiere tratar al cliente una vez y no oír hablar nunca más de él, porque la hipoteca la venden enseguida", explica Peterson. "[El segundo] quiere saber constantemente del cliente". La cultura, empresarial dicta que las compañías se concentren en un segmento pequeño de consumidores. Hoy la tecnología les...
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