First, the big box retailers of Circuit City and Best Buy brought the consumer Geek Squad and Fire Dog for HDTV Installation and PC tech support. Now AT&T is offering Home Theater Installation as well as PC repair in all 50 states.
Cox also has started a tech support division. VZ already offers PC and printer support for $10 per month.
If the largest access line players are moving to Customer Support Programs - and getting paid - what are you doing?
I'm not saying that you should have the same model as an RBOC or an MSO. In fact, I rail against having a Bell-Head model. It has not worked for the CLEC's. However, you need to be Everything to a select target audience.
The giants are masters at the Upsell and Cross-sell, which results in increasing revenues and ARPU. It increases profitability; reduces churn; and lowers customer acquisition costs. Create a program to work on the upsell and cross-sell opportunities that arise from contact from your customers (and prospects).
A real big point: You don't have to do it all your self. Leverage the power of the White Label. Work with a Strategic Partner (or two) to offer more services that you do not have the in-house skills or manpower to deliver, but that your client base wants.
I look at Hosted PBX Providers and believe that since they are already offering Voice Apps as a Service (SAAS), they should roll CRM and Hosted Email into the mix. Broadsoft hooks into MS Exchange/Outlook and Salesforce (and ACT CRM). In a business with 25 handsets like insurance or mortgage, a managed package of PBX-CRM-Email makes sense. Just my two cents.
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