The goal of CRM is to improve the long term growth and of course profitability by having a much more superior understanding of the consumer behavior. And although CRM stands for Customer Relationship Management there is no question that the C in CRM is much more important for its really all about the Customer!
Far too many companies make the mistake of using CRM to focus on Customer Acquisition Management which entails moving potential and existing customers through the marketing and sales process which of course an essential part of CRM and a beginning step but theres plenty of more that you can get from your CRM software.
Recent studies show that fewer than 60% of consumers are happy with the customer service theyve received and thats dropped a whopping 20% in just a couple of years. That means during a time when consumers are demanding more companies are providing less. It also means that with the use of Microsoft Dynamics CRM Software you could become one of the good statistics and very quickly I might add.
The key to good customer service is to combine the power of software, technology, and human skills to provide a holistic approach with all the best...
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