A Customer Relationship Management (CRM) system allows a company to put the customer at the heart of a business and is arguably the one most important software system that a business can acquire.
It will, through its ability to aggregate data and then slice and dice the data in relevant ways, present a detailed Single Customer View that will then open up marketing opportunities and overall increase sales. Think Amazon marketing emails – “You bought this book you might be interested in these also”. (more…)
Web-based customer service channels which allow customers to bypass talking to people and, in some cases, to settle problems themselves are proving popular and having an impact on call centre volumes, says new research.
The survey was carried out by CRM Magazine and asked 520 call centre and CRM professionals about the growth of self-service online help. (more…)
Summer holidays should be a time of relaxation and recreation. However, whilst you are on holiday, your targets and KPIs won’t change, sales people still need leads and your MD still expects traffic into the website.
This means that just before you finish up you are stressed; whilst you are away your mind might wander back to the office and; you might be tempted to look at your emails from time to time. (more…)
Multi-channel marketing, multi-content funnel marketing, multi touch point marketing……..multiple reasons for a marketers head to be spinning. Avoid the headache and view our webinar recording to find out how to effectively engage your customers over multiple channels.