This video highlights the biggest reasons why some companies don't use customer engagement software. The first reason is a lack of awareness, where companies may not know the benefits and potential of customer engagement software or how to implement it. The second reason is resource constraints, where companies may think that implementing and maintaining customer engagement software will require significant time and resources, leading to a fear of not seeing a return on investment. The third reason is a fear of negative feedback, where companies may be hesitant to create an open forum for feedback and criticism, fearing negative feedback could harm their brand reputation. Finally, a lack of internal alignment may prevent companies from having a clear understanding of the goals and objectives of customer engagement. However, once companies realize the necessity and potential benefits of customer engagement software, they may continue to cite budget constraints despite the potential for increased sales and longer customer lifetime cycles.
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