Most marketers recognize that a good CRM system needs all the customer information such as web site, street address, and phone number. It needs to be integrated so that there is no CRM struggle with customer service.
All the CRM computing power won’t do any good if you don’t use it once you own it. And funny thing is it is often the large companies who neglect the customer after yelling the loudest about customer service.
You’ve probably experienced it yourself. You pick up the telephone and try to reach customer service at department store XYZ. You spend 5 minutes pressing buttons and another 5 minutes listening to your options. When you finally reach the department you are after and you’re just about to leave your message you get a voice mail. How frustrating is that?
Many of these large companies have invested huge amounts of money and yet the CRM struggle with customer service continues on. Ever wonder why?
Well there could be a lot of reasons but the biggest one is generally not enough staff training. If staff are not up to speed with the software they are much less likely to use it at its full capacity.
And that’s really too bad because once the full power of CRM software is understood it can reduce workloads and increase revenues.
Not only does the sales department benefit because of the customer material that is available right at their fingertips, so do the other departments. For example marketing can analyze sales and determine what products are their hottest sellers and which aren’t and then change their stock accordingly.
Research can be conducted off this material, data can be analyzed, and host of information can be obtained from the database. So no matter which department requires information it will be readily available.
And for the sales associates and the customers it is really a win-win all the way around. Customers will be very impressed with the customer service and how quickly and easily information can be located relating to their account. And sales associates can relax because they no longer have to frantically try to find the information needed. Now it’s only a couple of mouse clicks away.
There are many excellent CRM software packages on the market. Microsoft Dynamics is an excellent example of a quality CRM software package that can provide your staff with the information they need to make sound business decisions. There’s no more guessing and hoping you guessed right. Now intelligent, documented decisions are just a mouse click away which means your decisions are going to be much sounder.
CRM is not new. It’s been around for several years but with competition becoming increasingly heightened more and more businesses are looking for ways to increase their placement over the competition and as a result more and more businesses of any size are looking to what CRM has to offer.
The CRM struggle with customer service doesn’t have to happen if you take the time and the money to train your staff properly. You’ll have the advantage in no time.