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Improve the Customer Experience 

This Temkin Group video shows the importance of emotion when it comes to an organization's approach to customer experience. Visit the Customer Experience Matters blog for more information on emotion.

 

The Importance of a Customer Relationship & Management System:

Every interaction with a customer has with your organization is an opportunity to build loyalty- or a chance to lose it.

Points to consider and gaining Success with CRM:

      • Acquiring new customers can cost 5 times more than satisfying and retaining current customers
      • A 2% increase in customer retention has the same effect on profits as cutting costs by 10%
      • The average company loses 10% of its customers each year
      • 5% reduction in customer defection rate can increase profits by 25-125%, depending on the industry
      • The customer profitability rate tends to increase over the life of a retained customer

Just-what-I-wanted-CRM.pngEven small improvements in daily contact with customers and employees can result in a significant increase in loyalty – a leading indicator of future growth and revenue

Resolve customer questions, issues and requests quickly for a high-quality customer experience, capitalize on new selling opportunities, and provide convenient self-service solutions to customer with the easy-to-use functionality.

 

A Well-Used CRM system includes:

Customer Relationship Tracking – provide a better and more focused customer service by having all aspects of the account in one place.

Service Resolution – Create and track trouble-tickets to give customers the solutions they need. Use prior information from your knowledge database to solve reoccurring issues faster and more completely.

Defect Tracking- Continuously improve your products and keep customers up–to-date on the latest issues and resolutions.

Online Customer Support – Provide an easy way for customers to create and track trouble tickets online.

Accounts Receivable notification – Increase cash flow by automatically notifying customers and your Customer Service department of past due invoices, expiring contracts, etc.

Nurturing Marketing campaigns that help educate your content readers and demonstrate the value your offering provides.

 


Read more about   Customer Experience 2025 Forecast: What will they want?

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Specific Customer Relationship Management Business Solutions:

Success with bpm'online CRM foundation

Success with ACT! foundation

Success with Infor (SalesLogix) CRM foundation