The modern tools of customer contact (call center, email, web) simplify or complicate the management of customer loyalty? Paradoxically, it seems that complicate. But there ' little to do: the world and 'changed with the Internet.
Internet and the opening of "dialogue" with customers has introduced two factors that complicate the life companies: a) customers expect to be able to contact the company when and how to think lorob) have multiplied the opportunities' of making fool.
Companies can not but 'return to close the channels of communication: Research shows that customer loyalty and' now directly linked to potential 'to interact with the company.
should instead realize that the management of customer contacts and 'a strategic element.
and staff our call center (preferably integrated telephone and Internet) is becoming the top advance of the troops in the war for the corporate customer loyalty.
This means giving them tools and training appropriate to the importance and difficulty 'of the task.
In particular, the management of the email (and contacts via web / chat) and 'set to double over the next year (Forrester). CRM systems are required with pre-and post knowledgebase business info with which to make quick and satisfactory answers. And the cross-channel customer interaction.
in CRM, customer service is not 'important. It 's all.
CRM Strategy - The first blog dedicated to the CRM strategy, curated by Marco De Veglia. FOR YOU FREE report on Best CRM Website: http://www.crmformarketers.com/ 
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