20.08.2014, 08:11 | #1 |
Участник
|
jodonnell: CRM…After all this time why do some companies still not get it?
Источник: http://blogs.msdn.com/b/jodonnell/ar...ot-get-it.aspx
============== Even though CRM or customer relationship management systems have been around for years, to many companies it is still a struggle to actually get it right and make CRM a successful company strategy. Today I had the pleasure… of talking to a provider of internet / phone / TV service / cell phone to the USA market. I will not name names. This company provides decent service. Not earth shattering service but nothing really to complain about. I called up their customer service to inquire about faster internet. I had read about a speed increase to their service that will increase my internet speed by more than 200 percent. After calling the customer service center I had to guess my way past their voice navigation and had to say no a few times to back track when it guessed incorrectly but I finally made it through to the associate. Next they validated I was calling from my home phone so they could tie me back to an account. At this point I simply asked hey what is my current internet speed and is there a faster service? Firstly, while their system took two minutes (apparently) to say which service I had, the associate spent the time inquiring about what I was paying for cell phone service. Naturally I responded, err my cell phone service is through you, why are you asking? Finally I got told my current internet speed and that a faster service was not available. After pointing out I had read about a faster service I was then informed oh that is coming soon but not yet. After being left disappointed that I was not getting faster internet today the associate then proceeded to try to again upsell my cell phone service but could still not actually see that I already had service etc. CRM problems at this company:
A well delivered CRM system and strategy is a good starting point but what comes next is good people. Each and every time your employee talks with a customer it is like your entire success with that customer is dependent on how well the employee performs as a customer service associate. Before going live with your CRM system you must be sure that your employees are trained up and also empowered to deliver a great experience and know how to quickly escalate. If you have paid for and deployed a CRM system at your company and yet it does not feel like it is really making a difference for your company then perhaps it is time to rethink and revisit your CRM strategy then call Microsoft to learn about what Dynamics CRM can do for your business. Источник: http://blogs.msdn.com/b/jodonnell/ar...ot-get-it.aspx
__________________
Расскажите о новых и интересных блогах по Microsoft Dynamics, напишите личное сообщение администратору. |
|
|
Опции темы | Поиск в этой теме |
Опции просмотра | |
|