Pillars of Adoption
Communication - Keep everyone informed of the...
Analysis - Establish measurable goals and communicate progress through all levels of the organization.
Governance - It's ever more important for companies to keep their eye on the prize - once strategic goals are established, steering commities should evaluate performance often. Identify if org changes have impacted results.
Financial pressures are facilitating organizational and functional changes in the way companies do business. More companies are adopting web tools to communicate with their customers, as call center staffs are 'optimized'. Multi-million dollar systems are being evaluated for cost effectiveness and either replaced or reduced in scope.
How do you maintain consistently effective CRM practices in this environment? By keeping your head down, and focusing on the customer's needs. When companies loose sight of the fact that a happy customer is a profitable customer, they tend to cut corners that impact the customer experience. Longer wait times, incorrect information, products out of stock, restricted loyalty rewards.
Many companies strategy is to discount in lieu of CRM programs, which may be a viable play in some sectors. For service intensive industries, such as financial services, media, telecom, and manufacturing, that may the best approach. Customers may find the same price somewhere else, but will never get the same experience from a well-informed service or sales rep.
One of the biggest mistakes that businesses make when it comes to their CRM software is the features they don’t use. This happens because they invest in CRM with a handful of problems in mind, so they’re content as long as it solves them. But if you want to maximize your ROI, you should be utilizing every feature available to you. more
Would you believe that 89% of businesses expect to compete primarily on customer service in the upcoming years? With that in mind, it’s no surprise that CRM software is becoming such an integral part of business operations. But not all solutions are created equally, especially when it comes to the value they deliver to your business. more
There’s some big things happening with CRM software that you should to be aware of. Technological advancements and changes to business processes have led to developments and new features that are making CRM more valuable than ever. Things like mobile capabilities and greater integration with other software are at the front of this progress. more
A good SMB CRM system can be an incredibly valuable asset for your business. As more businesses recognize this value, the amount of SMB CRM vendors is expanding quickly. Navigating the pricing plans, features, and service terms of all these can be a decision-making nightmare. more
One of the best ways to improve your customer service is to integrate your CRM and contact center software. Benefits of doing this include:Improved customer satisfaction through more personalized contacts, Better conversions on lead, and Increased employee productivity. more