What Is CRM? It’s Customer Relationship Management!by Kevin Smith Author
Customer Relationship Management, or CRM as it is commonly referred to, is an outsourcing product that will save your business botton line. Rather than hire your own remote customer service staff and have to pay them salary and benefits, you can outsource this function to a company that specializes in customer service management. This includes helping your sales staff with lead and follow-up calling. What is CRM? It’s a valuable and profitable tool for your business.
Sales and Marketing
To elaborate more on how this outsourcing product will help your sales and marketing team, powerful CRM software can help your staff reach potential clients faster and more efficiently. Potential clients will be stored in a CRM database, which will allow your sales team to review their viability and click on them to call them instantly. You can automate this service to reach out to persons day and night, and those interested can punch through to a sales representative, which gives him or her a lead right away that is already vetted.
Your customer service efforts can also be handled by customer relationship management. When businesses ask what is CRM? A common reply is it’s the people who help your clients order items from your catalogs and provide shipping and delivery status, change their address and other contact information, and assist customers with their questions, whatever they may be. This is an off-site center that is staffed with professional customer service representatives ready to help your customers with whatever they need.
Inbound/Outbound Call Center
As just mentioned, an inbound/outbound call center is part of a CRM program. You have an offsite call center ready to field a high volume of inbound calls. The professionals are equipped to handle everything from inquiries to complaints, and they can also transfer calls to other personnel you designate, such as Help Desk staff if you run an electronics company. Outbound call centers do whatever you want, including reaching out to potential clients and conducting customer service surveys, which helps you understand better where you need to improve.
Calls aren’t the only thing your CRM service can handle. The way people communicate today goes beyond voice. Many customers want to reach your business via email, online or social media, and CRM agents can interact with your consumers through all of these mediums. In fact, you’ll want to ensure that you include comprehensive online coverage with your service package, as there will be more customers emailing, online chatting and leaving comments on social media than calling in to your call center.
What is CRM? It is acomprehensive customer service management system that includes software for your business and outsourced professionals who are experts in customer service and representation. In the age of electronic communication, you need to ensure that all of your bases are covered to keep your customers happy and your business growing. Don’t think that voice and email is enough. Enlist online chat and social media representatives today to ensure that your customers can reach you no matter the medium they prefer to use.
Created on Dec 31st 1969 18:00. Viewed 0 times.