by Bob Embrey, Writer
Thirty seconds may be all you get. The customer call to your business is an intimate experience and without a good CRM solution, you may lose thousands.
Customer Management Matters
A joint study by Kelly Services and the University of Purdue found that 92 percent of U.S. consumers form their image of your company based on their experience using your call center.
Customer relationship management (CRM) is critical; the study shows 63 percent of consumers will stop using your company's products or services based on a negative call center experience. If you’ve yet to implement a CRM solution because of cost or complexity, you may want to reconsider.
There are now pay as you go plans, hosted outside your business, which will provide you with all the advanced contact handling CRM features found in traditionally expensive and complicated packages. The best customer management practices are no longer the domain of big business, they’re accessible and affordable for small and medium businesses too.
Sophisticated CRM Features Without the Fuss
Traditional CRM solutions for customer contact handling are complex, and often necessitate third party assistance to integrate CRM features with your existing (or new) phone system, or require a strong in-house technical team to coordinate and manage the project. With hosted CRM, you can eliminate third party players and manage the package with ease. Hosted CRM allows you to layer sophisticated contact handling CRM features on top of your existing infrastructure with no changes. Your business can deliver high caliber services and project great first impressions to your customer base, which increases your revenue and builds customer loyalty.
Pay As You Go CRM
Conventional customer management solutions are cost prohibitive to many small and medium size businesses. For a modest up front fee to get started, you can customize a hosted CRM plan to fit your company budget and pay by the month for what you use. You'll be able to scale the capacity up or down as business demands and provide a level of customer management service found in Fortune 1000 companies.
If you think first impressions are important to your sales and you want top-notch CRM features in your call center, say goodbye to costly mind-boggling CRM implementations and third party interventions, and boost your business by saying hello to hosted CRM.
Bob Embrey is a writer and college advisor, living in Seattle, Washington. He has a master's degree in Education Administration from the University of South Dakota.