Voices of CRM

Jan 12 2009   2:33PM GMT

Lior Arussy on the customer experience in an economic decline

Barney Beal Barney Beal Profile: Barney Beal


Lior ArussyThe upcoming year presents some significant challenges for the customer experience as many organizations are cutting staff, budgets and programs. While conventional wisdom holds that it is during a recession that maintaining and getting the most out of your existing customers is more important than ever, that can be hard with fewer people and resources.

We sat down with Lior Arussy, president of the Strativity Group, to discuss how organizations can keep focused on the customer experience amidst these challenges.

In this 17-minute podcast, listeners will hear:

  • Advice for staying focused on the customer experience despite budget cuts.
  • Lessons that can be learned from companies like Dell which emerged from the last economic downturn stronger, thanks to the customer experience.
  • The proper customer metrics to be focused on during a recession.
  • How outsourcing and self-service applications factor into both cost cutting and the customer experience.

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