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CRM For Customer Services

Mar 18, 2008
CRM for customer services is the strategies, processes, people and technologies that companies use in order to attract and keep their customers. The reason why this is such an important part of any business is because it ultimately leads to maximum corporate growth and profit. You get many different types of customer relationship management and many companies like to handle it in their own individual ways in order to make their services more unique to their customers.

Generally though, CRM for customer services ranges from simple off the shelf contract management products to high - end interactive systems. These can combine sales, marketing and executive systems that provide things such as product configuration, quote and proposal management, marketing tools and much more.

There are various different points to consider when thinking about CRM for customer services and how to make it successful. The first thing to consider is about how incoming complaints are initiated and dealt with. This is a very important part of keeping your customers happy because if they are already annoyed about something then you don't want to upset them any more. Therefore it is very important to deal with complaints quickly and efficiently so that you can make your customers happy again.

Gaining new customers is another very important part of CRM for customer services. Something to think about is how your customer service representatives identify and flag a sales opportunity to a sales person. If the sales team are not being made aware of potential new customers then your business is going to miss out on valuable opportunities. This can end up being very costly and can leave potential customers very annoyed if they've contacted your company about something and then don't get a response back.

Thinking about your key performance indicators to measure how satisfied your customers really are is also very advisable. Whereas some customers absolutely love to complain there are others who are completely he opposite. At least with customers who complain you know what they are annoyed about and can rectify the problem.

Customers who don't complain are actually harder to deal with because they will just go elsewhere and you will never find out what the problem is. Therefore it is important to implement CRM for customer services that have a system where customers can give feedback. Allowing them to do this anonymously is probably the best way of getting accurate and honest feedback.
About the Author
At CPiOcrm for customer whether you are looking for a fully integrated ERP solution or taking your first steps into CRM, CPiO is ideally placed to guide and support you.
Submitted by search engine consultants at http://www.webrepairservices.co.uk
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