|
|
Sample Article:
Rethinking CRM: Provide Customers the Information They Care about in a Seamless Fashion
Customers Don’t Want to Be Managed; They Do Want Good Experiences and Outcomes
By Patricia B. Seybold
Expand your thinking
about customer relationship
management to embrace
customer experience
management and customer-managed
relationships. Customers
don’t want
you to manage their
relationships; they
do want you to manage
their end-to-end
experiences with
your brand.
Where’s the
biggest bang for
the buck in CRM?
Our vote goes to
cross-channel customer
service. You’ll
reduce your costs
to serve, you’ll
gain valuable customer
insights, you’ll
improve customer
experience, and you’ll
increase revenues
and profitability.
Make sure to include
your customers’ ROI
in your ROI calculations.
Measure how much
time, aggravation,
and money you’re
saving your customers
and prospects as
you streamline their
access to the information
they need in order
to manage their relationships
with you and your
business partners.
Continue
reading
|
|
|
|