Improving the Customer Experience
Benefits of CRM Software Implementation
- Convenience
- Simplicity
- Self-service
- Real-time status updates
- Technician scheduling information
- Visibility across their enterprise
- Signoff information
- Research historical data
- Search FAQs
- Interaction with customer support
Many companies today not only have to compete in the marketplace with new products and services, but also with the level of customer experience. As more and more companies offer similar products and services, customers are looking for a key differentiator that makes their company-of-choice stand out.
Introducing CRM
One way companies are tackling the demand for a better customer experience is by establishing best practices for relationship management. Customer Relationship Management (CRM) has emerged to assist companies in collecting, storing and analyzing customer information.
CRM functions within all aspects of customer interaction – from the customer support center to the sales force to the field technical support. CRM allows companies to gain a better understanding of their customers’ behavior, ultimately improving their profitability.
Implementing a Successful Program, not Project
The implementation of a successful CRM program can help shed light on a company’s customer relationship efforts and better gauge the return on investment (ROI) in these areas.
According to the white paper CRM at the Speed of Light: Essential Customer Strategies for the 21st Century,* CRM is a program that companies implement when planning for the future. It’s not a short-term, un-focused project.
“As a program, CRM is an initiative to change the way a company operates at all levels. It establishes a corporate focus on relationship building and customer satisfaction, rather than operations and transactions. And it provides ongoing commitments to incremental improvements to maintain and, in better times, expand the customer base.”
Employing a Solution
Today, a range of companies offer a variety of CRM software solutions that allow companies to combine and share data across various divisions – primarily including marketing, sales and distribution, and customer service.
SOURCE is implementing CRM software to provide customers with access to information and answers to questions, at their convenience. This new tool will offer an online store of answers for frequently asked customer questions, providing detailed information and solutions for customers, around the clock.
CRM software and tools capture, share and manage customer data in real time, as it passes through the sales pipeline. CRM benefits companies like SOURCE, who have integrated this technology into their sales and customer service efforts to deliver an enhanced customer experience by clearly understanding and servicing customers’ needs.
*CRM at the Speed of Light: Essential Customer Strategies for the 21st Century
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