How CRM Can Prevent Customer/Agent Backlash

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In a recent post at the CRM Software Blog, Joe Taylor Jr. discusses how companies can prevent conflict between service providers and their customers.

"As companies use the new year to set new standards for the relationships between customers and service professionals, another interesting thread has emerged in the mainstream media. What if the customer's not always right? What if the customer's wrong?"

He advises using CRM tools to track the long-term relationship between businesses and customers.

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Do you currently have a CRM system?:

If yes, what type is it?:

What type of features do you require:

Sales Automation Customer Service/Support

Marketing Automation Channel/Partner Management

Customizable Integration to other systems

How many people will use this system?:

How would you like users to access the CRM?:

Through web browsers Through company network only

With mobile devices

Please explain why you are seeking a CRM system and
any other requirements you have:

"In many call centers, audio recordings of conversations can now be attached to customer records within CRM software databases...some stores even allow front line service personnel the ability to attach notes to transactions, flagging questionable behavior or potential miscommunications."

Using a CRM system allows businesses to see a customer's history at a glance, aiding the goal of clear communication.

Taylor concludes, "The more information you have in your CRM software about a customer, the better a decision you can make when faced with a service recovery issue."