In order for a company to retain and grow its customer base, the process of customer service must entail more than the typical “how can I help make your experience better” approach. With the help of the Internet and the evolution of mobile devices, customer service has taken on a new face that incorporates a variety of different elements to reach customers on the mediums that they interact with on a daily basis. Platforms like smartphones and the Internet help assist customers with more convenient forms of communicating their good and bad experiences as well as a more efficient way of providing constructive feedback to the company.
However, with these new elements of customer service processes, comes the need to manage them with best practices that ensure customer retention is of the highest priority. Customer Relationship Management (CRM) strategies are generally focused in three areas including marketing, sales and service.
Hold-Free Networks, provider of social CRM solutions for Web and mobile platforms, believes that as customer service is increasingly becoming the most important differentiator a company can possess, service has began to take precedence and has actually taken the active role of sales.
That leads us to the question, is service the new marketing? If you are interested in learning why more customer service is the new model for CRM and how exceptional customer service can be used as a marketing tool, join three experts in the social CRM space for an informative presentation entitled, “Why Marketing, Sales and Service has Become Service, Service and More Service,” on March 1, 2012 at 2PM EST/11AM PST. The event will also explore how to translate a customer’s initial service experience into a recurring sales opportunity so sales leads never go underutilized.
For more information on how you can learn to make the most of your company’s current CRM procedures and begin implementing new processes to enhance your customer service and retention solutions be sure to attend the presentation next week. Register now!
Edited by Juliana Kenny