How CRM Software can help: avoid classic customer service mistakes

To follow on from our last “how CRM Can” http://blog.mycrmgroup.com/post/2014/03/03/How-CRM-Software-Can-Help-improve-customer-service.aspx here are some points on what things can go wrong and that need to be addressed even if a CRM is in place.

The purpose to customer relationship management is keeping the customer happy, and CRM software is one of the most effective tools for this purpose. 

Even when organisations implement the technology correctly there are a number of mistakes that can occur and here we look at some of the common mistakes and how to avoid them.

A lack of empathy

You need to remember that many companies today just don't seem concerned about the customer's needs.  In this age where customers can access the same services as yours elsewhere within seconds, it is important to ensure that the website is fully functional, customers' calls are returned quickly (CRM software can help with scheduling these calls) and that staff are all able to discuss products without having to pass customers around too much.

But remember if you’re getting this wrong then maybe one of your competitor is getting it right and any amount of technology and software will not help if the ethos and organisational goal is to deliver excellence.

You can use the reporting features in Microsoft CRM to make sure your teams are completing the actions as part of the process, but getting your team aligned with the goal of the organisation is critical to customer success.

Making promises that are not kept

Companies often make promises that they either cannot keep or simply don't have any intention of keeping.  Needless to say, this is a sure way to lose business.  Consistency is vital in terms of pricing, language used, speed of calls and a number of other factors.  CRM software can help deal with a number of these factors, and although pricing is key it is not always the deciding factor, make sure you understand your customers goals and needs and help they achieve what they want to achieve with your product, solution or service.

Not treating people well

It is important to ensure that customers are treated with the respect they deserve.  This is a classic error that many financial institutions make: offering all the perks to new customers whilst older, loyal ones leave and work with someone else.  If a customer is a loyal and regular one, which is something that CRM software will help show, it is important to help reward them for continuing to work with you.  Failure to do so verges on neglect.

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.