News: Customer Service/Care
Technology 'is not enough to provide great customer service'
24 April 2009
Companies cannot rely solely on technology to help sales and customer service performance but must invest in their people, an organisation asserts.
InsideCRM.com claims that customer relationship management (CRM) software is a method of augmenting consumer care professionals and requires the latter to adopt the system if it is to be successful.
A clear definition of project requirements, success factors and the software's goals must be identified, it suggests.
The website states that where areas which need to be improved are located, this should be tackled, which could be approached through training.
"The CRM model tries to increase sales by focusing on and building better relations with the customer … A successful CRM implementation improves the customer experience," it asserts.
In other news, the Gartner and 1to1 Customer Awards is currently accepting nominations from companies which have a higher level of customer service due to their use of CRM and related technologies.
