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CRM Software Blog Writer

NEW DIRECTIONS IN CRM – A DISCUSSION WITH MICROSOFT EXPERT BOB STUTZ

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Remember this old adage? If a customer has a good experience they’ll tell one person. If they have a bad experience, they’ll tell 10.

Thanks to social media, that’s changed. Now if they have a bad experience, they may tweet it to hundreds, who could tweet it to thousands, who could tweet it to millions. (Especially if the original complaint comes with an entertaining video.)

By the time the problem gets escalated to your customer service team, it may be too late. In fact, some customers are taking a proactive approach to airing their complaints, showing that at least one old adage is still true. The squeaky wheel really does get the grease.

So how do you get ahead of this trend?

Bob Stutz, Microsoft’s Corporate VP, Dynamics CRM, says it well in a recent tweet:

 new directions                      

The CRM systems of the future must manage more than the static records that track a customer’s profile and transaction history. They must also allow the salesperson or account manager to keep an eye on the customer’s online engagement, looking for potential opportunities as well as problems.

Bob is going to be speaking at the next Meet the Experts Live! online event on April 24th. In addition to discussing social media’s influence on CRM, he’ll touch on topics like Microsoft’s unique approach to CRM in the cloud and the impact of the MarketingPilot acquisition.

You can register for the event here – New Directions in CRM.

By CRM Software Blog Editors, www.crmsoftwareblog.com

One Response to “NEW DIRECTIONS IN CRM – A DISCUSSION WITH MICROSOFT EXPERT BOB STUTZ”

  1. Lia says:

    I really agree with this article @CRM Software Blog Editors about the impact of the customers to the business if they are not happy with the service. With just one post, all this stuff about how lousy your service is will go viral through the influence of social media. I’ve witnessed how the business is affected by the reviews and comments made by its customers. We know that many review sites have been present where customers can post what they think about each service or software present in the market today. In fact, I’ve read several user reviews about CRM systems at http://www.userreviews.org/apps/category/customer-management. I hope you would find the reviews there useful because it does for me. Thanks for this good article.

 

 
 
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