Thursday 10 October 2013
Small and medium-sized businesses need to recognise the importance of focusing on delivering a great level of customer service at all times.
In the increasingly competitive world of 21st century business, customer service can be a key differentiator - the element that determines whether customers buy your goods and services or somebody else's.
Companies need to learn all they can about their customers, and then use this information to deliver tailored service which meets needs and expectations.
The use of customer relationship management solutions - which can create a single customer view - can help in this regard, by pooling all the available information on individuals and groups.
This can then be used to form effective sales, marketing and customer retention strategies, which ensure businesses continue to drive revenue.
Earlier this year, a study conducted by O2 found that seven out of ten consumers (72 per cent) never forgive a small business if they receive poor customer service.
The research indicated that more than two thirds (67 per cent) also share their bad experience with an average of eight friends and family.
Find out how customer relationship management solutions can potentially benefit your business organisation.
Posted by Jenny Arthur