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CRM Secrets: Make Customers Think You’re a Mind Reader

05/14/2010 at 9:07 am

Deep down, we all just really want someone to talk to – someone who understands. Someone who knows us better than we know ourselves and can show us what we want. Your business can be the embodiment of the sympathetic soul customers want with the right CRM tools. CRM software offers customer service representatives streamlined…

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Is a CRM Philosophy Central to Your Business?

05/11/2010 at 12:46 pm

Even The Office’s bubbly, dim-witted customer service representative Kelly Kapoor can tell you the golden rule of business: The customer comes first. And Dwight sure knows how to make his clients feel at ease – in spite of (or maybe in light of) his crazy antics. If the Scranton workers can do it, you can…

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Using Mobile CRM Capabilities to Your Advantage

04/30/2010 at 1:31 pm

The fact that many businesses are practically required to have personnel on the road at any given time could present a challenge to anyone in charge of business management software and CRM goals. If this is a concern for you, Computerworld has a bit of good news. The magazine says the technology needed to maintain…

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You’re Fired!

04/28/2010 at 1:45 pm

Many of us have sophisticated systems in place to track and evaluate our staff, key performance metrics, mandates, and goals — to ensure our organization is meeting its strategic direction. However in the business-to-business world we are far more apprehensive in firing a customer than our own staff. It’s as if the same logic doesn’t…

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Hey! I’m the Customer…

04/26/2010 at 1:39 pm

If you’ve ever had to contact your cell phone provider, for any reason at all, you’ve felt the frustration of what I think it’s safe to say is the opposite of an ”extraordinary customer experience.” Long waits. Disconnections. Rude, or just-plain-not-helpful, call center employees. You’ve been there. Even the most docile human being can surely be provoked…

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Voice of the Customer

04/12/2010 at 8:00 am

When you first started your company, it was very easy to know each customer individually. And as you listened to your customers, they would give you feedback on what was and wasn’t working. Based on this firsthand feedback, you improved your products and made changes to how you service your customers. This, in turn, resulted…