Trends and Technologies In The CRM World
The Internet has spoiled us rotten. It used to be that we had to physically travel, wait days for a letter to arrive, or hold lengthy phone conversations to be able to collaborate with colleagues who were located in a different city. Now we can chat online in real time, send documents via email, and even share videos and PowerPoint presentations. We can video conference. The next step?
Continue Reading: ‘The Next Generation of Online Collaboration’
Believe it or not, cell phones have been around for over 20 years. Of course, the first cell phones offered only 30 minutes of talk time before they needed to be recharged, weighed two pounds, and cost almost $4K.
Phones today, of course, are wafer-thin, can take pictures and video, and in some cases don’t even have buttons to push. They fold, swing, slide, play music and come with “apps.” Perhaps most importantly, at least in terms of the business world, is the fact that they can access the Internet—which, with the advent of enterprise cloud computing systems, means that if you have a smartphone you can do business almost anywhere.
Continue Reading: ‘Mobile Access Helps You Help Your Customers’
Sprint is the third largest wireless telecommunications network in the United States. With millions of customers, it has a customer service department that receives a high number of calls every day. Phone inquiries ranges from new subscribers and to those who wish to upgrade their service they receive, to people with complaints about their bills or technical problems with their wireless phones.
When call center agents are outnumbered by the volume of calls they receive each day, a large volume of unanswered inquiries, dropped calls and frustrated customers on hold is the undesirable result. With cloud-based customer service solutions, however, these bugaboos can be eliminated and a better, more streamlined approach to customer service can be implemented.
Continue Reading: ‘Enhance Your Call Center with Customer Service Software’
Traditional customer service metrics are ineffective in today’s world of social networking, Internet blogs, and instant communication. Nor are marketing programs that focus on attracting new customers necessarily the best approach. Yet many businesses still base their key measurements on increased sales and first-time buyers.
Continue Reading: ‘Customer Service Analytics: Metrics You Should be Tracking’
When it comes to cutting the cost of running a business every day, your company has probably been looking for as many methods as possible. Yet you also understand the importance of maintaining proper customer service—and the fact that it takes money to do this.
If you are seeking avenues to save money in your company without having to sacrifice quality, you should consider cloud computing solutions.
Continue Reading: ‘Reduce Your IT Costs with Customer Service Solutions in the Cloud’
Unless you’ve been in a coma for the past three years or so, you’ve no doubt heard about Twitter, the social networking platform that allows users to “microblog” what they’re doing, listening to, reading and eating in 140 characters or less. You might even use it personally. But this is more than a silly tool for socializing; it’s a business game-changer. If you’re not leveraging Twitter for marketing and customer relationship management purposes, you need to start.
Continue Reading: ‘How to Determine Your Customers Behavior and Increase Sales with Twitter’
The customer is king. The customer is always right. How many times have you heard these old chestnuts bandied about? The fact is, though, that clichés are clichés for a reason—they hold water. And I think these two clichés about the importance of customers to a business bear repeating because they are so often thrown to the wayside by companies that are too focused on cost-cutting.
So in this post I’m going to get back to basics and talk about building and, equally important, maintaining customer service.
Continue Reading: ‘Back to Basics—Building and Maintaining Customer Relationships’
Customer relationship management can represent a significant cost in relation to your enterprise. Self-help portals are crucial to keep your costs down in this area. But self-help portals don’t just help you, they help your customers, and can dramatically improve your CRM virtually overnight.
Continue Reading: ‘Why Having a Customer Service Self-Help Portal is Important’
Brick-and-mortar businesses seeking to expand their clientele are always on the lookout for new methods to accomplish this goal. In addition to providing excellent face-to-face customer service to the client, businesses strive to improve customer service from every aspect. Many businesses are offering online services and stores as an alternative to, or in addition to, face-to-face customer service. Online outlets such as email, Web forms or live chat software and–increasingly–social media sites such as Twitter and Facebook, offer customers a more efficient means to resolving customer complaints.
Continue Reading: ‘Customer Service Solutions for Your Brick-and-Mortar Business’
Companies who desire an effective customer service department need software that organizes the helpdesk and all related customer correspondence. Customer service representatives are inundated with emails, calls, tweets, and other customer requests that must be attended to daily. To provide great and consistent service, companies must utilize software that will help them deliver accurate and timely responses.
Continue Reading: ‘How & Why Help Desk Software Improves Customer Service Efficiency’
AllThingsCRM.com is intended to be a comprehensive resource for business professionals who want to learn more about the benefits that customer relationship management (CRM) can provide to a company. It’s our mission to provide the most reliable, up-to-date information about all aspects of the customer relationship management process, including the options available for hosting platforms, automation, software, custom application development, and infrastructures.
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