Five Telechannel Applications That Are Critical to Sales and Service

Most people think that the telechannel is synonymous with telemarketing, which involves getting those unwanted evening sales calls—often during the dinner hour! However, the telechannel is really much more than telemarketing. For the purposes of this book, we define the telechannel to include call centers and the Internet, that is, those telephonic and electronic channels that companies use to sell to and interact with customers.

In Chapter 1, we reported that companies are deconstructing the sales process in an effort to not only provide greater value to customers but also do so at a lower cost. The redefinition of the sales and customer relationship management process into ...

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