December 15, 2010Sometimes people get so caught up in tools and technology that they forget how to make things work without them. Having the latest and greatest customer relationship management is cool, but it isn’t required to deliver an exceptional experience. Your customers want to complete their transaction with the minimal amount of effort. They don’t want to be your friend, buddy, or pal (unless it comes with great deals or other benefits.) If you can consistently deliver on your promises and resolve any issues quickly your customers will be happy.
Read the full article → October 7, 2010Implementing a CRC strategy requires that the marketing team work closely with the customer care team to identify bottlenecks, policies, and processes that reduce service quality. Everything a company does provides some sort of service for the customer whether it is a marketing campaign, answering questions, or delivering products. When team members start seeing their functions within the organization as serving their customers, it is a game changing event.
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