“Oftentimes customer service supervisors and managers have run into difficulty when asking members of the c-suite for additional money to invest in technology and people to help improve customer service, because the metrics traditionally measured by contact centers just don't translate for senior executives.
A new study, "The Cost of Poor Customer Service: The Economic Impact of the Customer Experience and Engagement," may finally put the damage bad service can create into a language executive boards understand -- dollars and cents. According to the survey of 8,880 consumers across 16 countries, poor customer service cost an aggregate of $338.5 billion per year, the average value of each lost relationship across all countries surveyed costing $243.”
Now we all know that retaining an existing customer costs far less than obtaining a new one, so this survey struck a chord and prompted me to reach out to a couple of the application consultants here at Altico Advisors who service our clients. I asked them to outline how our Microsoft Dynamics CRM system helps them to service our clients more effectively AND do their jobs more effectively, also.
Here are the top 8 advantages of Microsoft Dynamics CRM mentioned by our experts:
Easily track all emails, appointments and activities associated with an account, contact, support case and opportunity; create follow up activities as needed
Create dynamic ad-hoc excel and SRS reports that provide real time information I want to see
Stay connected to our client information from any location. It is very important to have client information readily available in a natural and organized manner, and in a centralized location, i.e. in Microsoft Dynamics CRM which we can all access remotely
Implement push alerts via Email workflows when appointments have been modified by other team members. This is critical for keeping sight of where my schedule is without having to check it every minute.
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