Developing Billing into a Value Adding Customer Experience: A Postscript
“Billing touches more people more often within a business, that’s why we should be thinking of it in a much more holistic way. It’s much more customer-facing than anything else within an organization.”
Those insightful words were one of the big picture ideals shared by billing expert Chris Sanders on the recent RecVue webinar titled “Developing Billing into a Value Adding Customer Experience,” an hour-long program on this essential component of any successful financial management solution.
Billing an Unfair Scapegoat
As Sanders noted, the critical process is often unfairly blamed for issues which rarely turn out to be billing-related, and are more likely due to upstream issues. Not being aware of that is a big part of the problem, he said.
Working with various corporations, Sanders said he always asks his clients the same question: “If billing goes hideously wrong, who gets fired?
“And nine times out of ten, they look at me and say, ‘I’m not really sure,’ and that’s a big red flag. Someone needs to be losing sleep over your billing process,” he said.
Presented by Chris Sanders Consultancy and based on Sanders’ 30-plus years of experience working with global, industry-spanning organizations of all sizes, the session delivered on its offering of the following key takeaways:
- What is needed for a digital billing experience
- How data mining aids customer migration
- Why contact centers are yesterday’s news
Sanders, joined by RecVue VP Robin Beetge, delved deeper into the importance of aligning sales strategies with billing and the necessary stakeholders and vision of a roadmap to deliver on these connected strategies. He also discussed the three most important factors to achieve successful data and controls of an end-to-end billing policy.
Appetite sufficiently whetted for some great billing strategy tidbits? Well, you’re in luck. You can click below to access a replay of the session at any time. Just don’t wait too long, for the sake of your company’s billing.