The Configuration Problem…
Maintaining co-ordinated and effective customer management across your organisation is hard enough when it’s mostly undertaken from a single building, spreading it out across a number of domestic and remote locations on differing devices, operating systems, and security and storage settings, is enough to make most organisations feel a little anxious at best! However, this is becoming more and more representative of the way we now work (even without you know what!) and those companies which have focused on improving and simplifying their CRM systems, whilst simultaneously measuring employee and customer engagement, are likely to be those best placed to continue effectively through this crisis.
Culture Oriented Technology…
We’re all customers – and we all feel most valued and impressed when organisations use technology to make our journey as quick and smooth as possible. And whilst technology is a key component, culture is even more critical. If one half of your organisation buys in and updates your CRM, while the other half doesn’t, your CRM data will be unreliable, and your customers will see this as internal confusion. Unless an organisation adopts a universal approach to recording customer data and interactions, at each step of the customer journey, the process will inevitably fall down.
Happy Staff, Happy Customers…
Let’s take a look at an ideal scenario; I logged my order/question/complaint with Steve. Now, on a later call, I’m talking to Charmaine. Charmaine is up to speed with my order/question/complaint because she can see detailed notes of the conversation I had with Steve. And because all internal customer processes are updated to her CRM portal – Charmaine is able to see and report on the organisation’s progress with my order/question/complaint. Without an agreed company wide approach to customer interactions – the scenario above can’t happen. Charmaine and Steve may never have met, both may work from home, and yet at some point they’ve agreed to help each other (and me), as much as possible, by adopting the same approach to customer interactions.
Cloud Based CRM…
Times may change and crises may come and go, but regardless of the physical location of their people, building loyal customer relationships and increasing customer satisfaction remain critical success factors for organisations around the world. And there is nothing better than cloud-based CRM for achieving this. Whether You’re New To CRM, Or Looking To Change Or Improve An Existing System –
Book Your Free CRM Assessment (Via Video Link!) Today: Enquire Now
Robert Perry, MD Gathering Momentum Ltd