Get more from your CRM

Get more from your CRM

Practical advice on how to get more out of your CRM software.

Putting the Customer at the Heart of Customer Service

Is customer service the weak link in your business model? Why create a slick and sophisticated sales and marketing model to acquire customers, only to lose them as a result of a bad customer services experience? Good customer service is essential to:

  • Improve retention rates.
  • Ensure customers make the best use of a product or service.
  • Identify opportunities for cross-selling or up-selling, especially for consultancy or professional services.

An effective CRM should be at the heart of all of these activities - but how many organisations regard the CRM as nothing more than an unsophisticated way of recording customer data? Can customer services use the CRM to:

  • Prioritise cases based on actual customer demands?
  • Monitor performance in real time?
  • Identify bottlenecks?
  • Inform on-going product development?
  • Deliver measurable business value?

Read our free eGuide to putting the Customer at the heart of Customer Service here