Unhappy Customers Speak Louder than Happy Ones: Keeping them Happy with CRM

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It may be human nature, but the fact of the matter is that unhappy customers can’t wait to share their feelings. And in this day and age, it’s easier than ever for customers to share their experiences online. The many social media outlets and blogging sites available out there to your customers are a great avenue for them to tell it like it is. This is why it’s more important than ever to keep your customers happy.

This article has articulated great scenarios in which your CRM system can help you turn those possibly unhappy customers into loyal ones and avoid their complaints going viral. Here are a few of my favorites:

1.      Quality Issues: If you are seeing more returns or more support demands from your customers, you need to make sure your CRM system alerts your customer service representatives about these instances so you can fix the issues quickly. An increased rate of returns on a specific product may be a sign of deteriorating quality. It could indicate a quality control problem within your own manufacturing process or that of a supplier.

2.      Broken Sales Processes: We all know customer service costs money, but customers demand they have help for certain sales exceptions and potential questions. Aim to design processes that fit the way important groups of customers want to interact with you.

3.      Big Mistakes: Mistakes happen to the best of us, and most of the time, customers are not quick to forgive. Don’t try and hide that the mistake happened. Be up front in your CRM notes so everyone is on the same page and can deal with the situation in a timely and appropriate manner. Your customer will more than likely be impressed with how you dealt with the mistake, turning them into a more loyal customer.

Microsoft Dynamics® CRM can help with the three scenarios above by giving you full insight into your customers’ behaviors. Spotting customer trends is not always easy, but with the dashboards of customizable real-time analytics and inline visualizations for ad-hoc drilldown into key performance indicators (KPIs), you can turn those unhappy customers into happy and loyal influencers.

By Socius, Ohio Microsoft Dynamics CRM Partner

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