With millions of customers, CRM and related technologies are blessing in disguise for companies as it allows companies to handle routine transaction very efficiently. For instance, customer’s request for duplicate invoice can be easily handled by the CRM solution wherein the customer has to just press a key after logging his customer id without any human intervention. Once the request is logged in the computer prints the invoice and the same is dispatched to the customer either through email or through mail. Imagine the resources needed, if every such request had to be logged in by a CSR and dealt with manually.
Keeping the above benefits of CRM and its related technologies in mind, there is no doubt that it has and can irreversibly change the very attitude of an organization towards its customers. I would not be incorrect in saying that CRM solutions will become an indispensable part of practically every organization. In fact, it would become almost impossible for companies, especially large organizations, to survive without it.
With CRM, loyal customers are created not by happy accidents but are created with customer information and intelligence made available at every company employee’s fingertip.
(Copyright @ Avinash Narula – All Rights Reserved. This publication may not be reproduced, stored in a retrieval system, or transmitted in whole or in part, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of Avinash Narula, M-53, IInd Floor, Lajpat Nagar-II, New Delhi-110 024 (India), Telefax:011-41625771/41625772, E-mail:info@customermath.com)
Permission to reprint can be granted on payment of nominal royalty. Please contact us at info@customermath.com.