We just completed the “Improving the Customer Experience” session at Leads2007 and I found a very interesting observation…
Rarely was the term “customer” or “client” used in the discussion. In contrast, the term “lead” was the focus. Do we really care about the customer experience? Is it important to the growth of our industry? Or is it just about “crushing” the “lead” and the process the customer and their experience?
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It is all about crushing the lead due to the way a lead generation industry defines the commodity of a lead. The lack of discussion about consumer experience underlines the unwillingness of interested parties to change the a model that our businesses, processes and relationships are all invested in.
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