Most marketers recognize that a good CRM system needs all the customer information such as web site, street address, and phone number. It needs to be integrated so that there is no CRM struggle with customer service.
All the CRM computing power wont do any good if you dont use it once you own it. And funny thing is it is often the large companies who neglect the customer after yelling the loudest about customer service.
Youve probably experienced it yourself. You pick up the telephone and try to reach customer service at department store XYZ. You spend 5 minutes pressing buttons and another 5 minutes listening to your options. When you finally reach the department you are after and youre just about to leave your message you get a voice mail. How frustrating is that?
Many of these large companies have invested huge amounts of money and yet the CRM struggle with customer service continues on. Ever wonder why?
Well there could be a lot of reasons but the biggest one is generally not enough staff training. If staff are not up to speed with the software they are much less likely to use it at its full capacity.
And thats really too bad because once...
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