How CRM Software can help: manage customer complaints 4. March 2014 Alistair 2011, 2013, Blog, Business, Cloud, CRM, CRM News, Customer, Dynamics (0) I have been researching a number of really good articles this week and this one on Business 2 Community highlighted some very good points. This article initially about the tour industry applies well to all organisations as if a customer has a complaint about a product or a service they need it to be dealt with quick and efficiently. One of the key ways to ensure that customers stick around and for you organisation to build loyalty is to deal with any complaints quickly and efficiently. Today, we're going to take a look at how CRM can be used to put an efficient complaint response system in place. Ensure that the complaints policy is set out firmly It is important to make sure that your company has a firm policy for dealing with complaints and that this is clearly set out and that all employees understand the process and complaint policy. A customer complaint must be dealt with efficiently and this is where a CRM system like Microsoft Dynamics CRM can help. Using the CRM system you could create a configured case and track the defined complaint process, help your organisation collate all information gathered from the customer and act and resolve the situation quickly. Ensure that your staff are fully trained Again, this is an important factor in getting the best results. Just as CRM software ensures that all sales letters and responses are uniform, it can also provide the same service for complaint responses. It is important for customers to feel like they are being given a committed response. If they don't feel this way, they are not likely to return to the company any time soon. With the rise of social media it is extremely important to get this process correct as a disgruntled customer can quickly let their feelings known on the likes of Facebook or Twitter. Ensure that a little bit of communication continues afterwards Whilst most customers do not want to engage in repeated conversations with a company after making a complaint, there is still a lot of value in touching base once to see if the problem was sufficiently resolved, assuming that this wasn't established in the initial conversation. Touching base can also present the company with the opportunity to offer the customer a gift or discount to increase the likelihood of future business. The act of regular communication, reaching out or touching base also shows that the company truly values the customer. Source: Business 2 Community If you are looking for some additional support with Microsoft Dynamics CRM or need help and advice on how to get stared then contact us today www.mycrmgroup.com About MyCRM MyCRM has over 20 years’ experience in helping small to medium sized businesses understand and implement CRM as a technology and CRM as a process. We can help drive adoption and ROI in businesses and organisations that are implementing a marketing solution through a CRM like Microsoft Dynamics. You can read our customer testimonials here http://www.mycrmgroup.com/customers.aspx. MyCRM don’t only provide a managed service but also off a range of product solutions which are off-the-shelf extensions to enhance CRM productivity, along with dedicated support packages to meet business requirements. We offer from our own fully managed datacentre a licence per user Microsoft Dynamics CRM platform, you can see more about using MyCRM as a managed service here: http://hosted.mycrmgroup.com/ As an Independent Software Vendor (ISV) we offer a range of pre-built application extensions for your Microsoft CRM Solution. You can get access to a range of products for Microsoft Dynamics CRM from the MyCRM download centre here: http://downloads.mycrmgroup.com after registering for an account.