Unknown Facts About Customer Care In CRM
In my previous article , I have looked at all that you need to know about customer strategy in CRM. In this article, I want to look at all that you need to know about customer care in CRM. Follow me as we are going to look at this together in this article.
When we talk about customer in either product centric or customer centric organisation, we are talking about a specialised centre that is saddled with the responsibility of ressolving of resolving customer issues.
Many Organisations are now realizing the need to put customer issues on the front burner with dedicated staff to handle customer issues . The grave mistake that many organisations are making today is that, majority of them equate customer service with CRM . Sone even assume that every dick and Harry can be a Customer Service Representative , this is wrong.
CRM is broader than customer service. In CRM , you are not only concerned about the CSR that is asked to attend to customer issues or complaints, but you are looking holistically at the whole organisational structure . You want to know why the business is on. What is their perception of their customers ? Do they treat customers as on of those things? Are they doing business from customers ‘ respective ? All these come into play when we are considering CRM bit they are not important for customer service.
In a customer centric enterprise, the entire members of the orgabisation are trained to place customer first and do business from their own perspective . In this kind of organisation, profit is not the man motive of establishing business .
A CRM savvy organisation believes that profit will come, but not immediately. Their immediate concern is to exceed customer’s expectation and gain their confidence. Once this is done, profit will start coming in torrents.
Now your take on this article…
I know you might agree with some of the points that I have raised in this article. You might not agree with some of the issues raised. Let me know your views about the topic discussed. We will appreciate it if you can drop your comment. Thanks in anticipation.
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