From the course: Measuring the Value of Customer Service
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Overcoming ROI objections
From the course: Measuring the Value of Customer Service
Overcoming ROI objections
- Here are a few tips for overcoming common objections and ensuring your ROI is credible. First, avoid numbers that others immediately discount as inaccurate. If you don't have access to all of the financial data and find yourself needing to make assumptions about what things cost, schedule time with someone in your finance area. Ask them to provide the actual financial numbers you need and walk them through the logic you're using. This will help you gain credibility. Second, don't present returns or benefits that sound too good to be true. When you add up all your values, make sure that you haven't double counted the benefits. If you're looking at incremental revenue generation you may want to present either customer lifetime value or the value of referred customers. But you may not want to present both. If your return on investment starts to feel overly rosy, dial your assumptions down a little bit and explain that…
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