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Serving as the New Selling: Use CRM for Success

7/8/2010 at 10:22 am by

crm for successWhen you think of the role of a customer service agent, the stereotype that comes to mind is a disgruntled consumer calling and a service agent desperately trying to appease them. Still, some experts say that in the trying climate – where consumers are hesitant to spend their limited dollars on just anything – serving is the new selling.

With this in mind, your business might benefit from transforming the role of customer service agents into marketing experts. But to make this happen, it’s up to business owners to give representatives the right tools to spend less time putting out fires and more time satisfying clients while promoting new products.

Choosing the right CRM tools for your company lets service operators optimize call headcounts. This gives them the opportunity to focus their attention on positive developments in customer management.

When picking CRM technology, figure out which tools will give your agents the best insight on how customers are using your company’s products or services. Also, look for technology that will help them respond faster and more accurately to customer issues. These features will make it easier for service agents to introduce value-added services to top customers as a way to make some money.

But of course, no matter how helpful CRM tools may be, you need to encourage agents to be positive with clients. The only representatives who will win consumer dollars are those with winning attitudes.

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The Sage ERP team report on various topics related to ERP and business management.

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