Are Customer Relationships Real? And if they are, are they Important?
Few customers feel that they have a relationship with the organisations that provide services to them. However, they certainly have a view on the quality of service they receive and on the interactions that they have with them.
If ‘Managing Customer Relationships’ means anything, then it means managing the customer’s perception of the organisation to enhance loyalty and retention. Companies such as Apple, Amazon and Google enjoy high levels of customer satisfaction and loyalty that reinforce their brand value and enhance their growth prospects. These companies have ‘raised the bar’ for businesses that are seeking to prosper in the digital economy.
But how to do it? That’s the question. In the old days it came down to unifying systems and processes so that customer complaints could be handled quickly and efficiently. That was never an easy thing to do, but at least everyone agreed it was do-able.
But the world has moved on. Customers can now browse offerings from a wide range of suppliers – including your competitors – and select, buy and pay in a matter of seconds. Today, CRM is very much the ‘front office’.
So your CRM needs to enable the customer journeys that will win you business and put you ahead of your competitors, not simply automate what you already do. See our white paper ‘Is your CRM Implementation on a Collision Course with your Customers?’
If you want a CRM that helps you to compete in this world, then we should be talking to each other.
The success of your strategy depends on your brand, your products and your people.
But all of your interactions with customers are informed – or inhibited – by your CRM platform.
Get a CRM that is a source of competitive advantage, not a legacy handicap.
Nothing damages customer loyalty more than billing errors.
Good billing is expected – there is no upside.
Bad billing is expensive – in more ways than one.
Your business needs a strong and efficient billing capability just to stay in the digital game.
We can help you with that.
In the digital world, customers expect to buy what they want, when they want it, from whatever device they are using.
And pay immediately.
Any business that aspires to be in this game needs real-time charging and payment technology.
Find out how to get it.
Where does all the money go?
Well, in too many cases, the answer is ‘No-one knows’.
Disconnected processes and systems are prime culprits.
Learn how a forensic approach to Revenue Assurance can help you plug the leaks and improve margins.