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8 Critical Steps to Establish a Customer Service Culture
Upon reflection, most all of my interactions with displeased customers were not the result of a poor product, but rather a disappointing customer experience.  Why is that?  Because, product is not personal, customer service is. ...
At Your Service: The Ten Commandments of Great Customer Service!
Customer service is an integral part of our job and should not be seen as an extension of it. A company’s most vital asset is its customers. Without them, we would not and could not exist in business. When you satisfy our customers, they not only...
Customer Service For Huge Profits
Customer service is the most vital asset for a Business, whether it is online or offline. It's the critical factor which determines if your business has a future or not. There are two vital components to every interaction you have with a customer ...
Loyal Customers Take Commitment
In today’s competitive world of retail, many stores are implementing external marketing programs designed to attract new business. Unfortunately, the cost can be very high with little return on investment. What is often lost in the mix is the fact...
Winning Customers Over the Phone
Do you sometimes wonder where your customers have gone? In a study by the International Customer Research Institute, individuals gave the following reasons for becoming "non-repeat" customers: * 1 percent died (makes you wonder how they...
 
Identify, Acquire, and Retain Customers with a CRM [1016]

Identify, Acquire, and Retain Customers with a CRM [1016]

Publishing Guidelines: You may publish my article in your newsletter, on your website or in your print publication provided you include the resource box at the end. Notification would be appreciated but is not required.

By S. Maurer

Customer Relationship Management CRM is a way to identify, acquire, and retain customers, a business' greatest asset. Research has shown that companies that create satisfied, loyal customers have more repeat business, lower customer-acquisition costs, and stronger brand value--all of which translates into better financial performance.

Even though research shows that Customer Relationship Management CRM initiatives have shown little success, a recent poll shows that 35 percent of executives surveyed said their organizations will launch Customer Relationship Management CRM initiatives this year.

The present scenario of companies using "poorly implemented" multi channel strategies for living up to the expectations of customers is bringing both customer satisfaction and customer loyalty down the ladder.

In short, Customer Relationship Management CRM is the computer system interacting directly with the clients through voice by phone (and voice recognition if necessary)


without human actions, for marketing, sales, support, accounts and any other application. In other words, the external world of a company.

Putting all Customer Relationship Management CRM facets into one coherent, organized presentation to the customer could require the services of a systems integrator. It would most certainly require training everyone from webmasters to call center workers to field sales technicians.

These days, a company's telephony system is already integrated into the responsibility of its IT Information Technology Dept, not only because it's often digital, but mainly because it's more and more integrated into the data network. And in the not too very distant future, the data process and telephony process will have converged into one.

CRM and Call center managers plows generally adept, quick-thinking individuals who it plows expected to manage large numbers of people, learn new technologies on the fly, and still report the full operation to the management team.

About the author:

S. Maurer is a 53-years old college graduated IT professional, with 30 years of experience in the computer & technology fields. Now is the Academic Director of http://mba-open-university.net and http://distance-learning-mba-online-mba-program-executive-jobs.ne t.

 

Customer Service Group: Resources for improved customer service ...
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ICS: Institute of Customer Service
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CafePress.com : Help Desk : Customer Service
Email Us Send us an email and we will respond to you within 24 hours. Call Us Toll Free 1-877-809-1659 Customer Service Hours ...
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Customer Service Week - The Celebration Source
Provides how-to information, gifts and decorations for successful Customer Service Week celebrations.
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Nashville - Tennessean.com - Middle Tennessee Customer Services
Customer service, advertising or news-related questions or problems (615) 259-8000. ... (615) 242-7253. Email Customer Service customer @tennessean.com. ...
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Customer Service Institute of Australia - dedicated to Australian ...
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The Globe and Mail: Home Delivery Customer Care: Home
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