Customer Relationship Management (CRM) and Telemarketing
Customer Relationship Management (CRM) is a common telemarketing solution to the clients’ customer retention problems. Research of consumer spending patterns has shown that customers who feel loyal and satisfied are more likely to become repeat customers. This will lower a business’s customer acquisition costs and build brand recognition, both of which can translate into an improved bottom line. Telemarketing solutions emphasising Customer Relationship Management help their clients build this kind of loyalty and reap the associated financial rewards.
Companies that manage their own customer service function often rely on a patchwork of communication channels, developed haphazardly as their business grew. Although this network is often deeply embedded in the company’s infrastructure, it is usually not very effective in meeting the needs of its customers. You know how frustrating it is to call the phone company with a simple request and be transferred to multiple departments? This is a prime example of the old style of haphazard customer service management.
Contracting with a professional customer service telemarketing can provide the solution to this problem. Of course, adequate scripting must be developed to ensure that customer requests can be handled with ease by the telemarketing associates, but once the initial work is done your consumers will benefit from a professionally, deliberately focused customer service effort.
A professionally designed Customer Relationship Management system will give your firm the information and tools it needs to efficiently manage customer service interactions, collect information to design more efficient customer systems and marketing efforts, and provide the consumer with consistent, satisfying experiences that will build confidence and loyalty.
Data collected can be customized and analysed based on your business’s specific requirements, and reporting can be done at the company’s request or at specific intervals. Not only does the CRM platform increase customer satisfaction with their interactions with the telemarketing, it enables the associates to handle requests more quickly (and thus, less expensively). Response times decline dramatically after the installation of a CRM initiative, pleasing customer and client firm alike. However, many companies are dissatisfied with their Customer Relationship Management initiatives and software. Unfortunately, once in place, the process must be monitored constantly in order to provide successful results. Many business fall into the trap of “set it and forget it mentality” and don’t analyse and respond to the collected information in a timely manner. Some don’t use the information at all, erroneously believing that collecting it is enough to increase their customer satisfaction ratings.
Of course, there is no one CRM solution that is right for every business application. Make sure that the CRM software you choose is adaptable to your needs and user friendly. Banks will by nature need to collect different information than catalog gift sales. Query other companies and note their positive and negative experiences. Make sure that the telemarketing CRM solution that you choose can provide you with the information that you need to take you customer service interactions, and your business, to the next level and beyond!
