What’s The Difference Between Good Customer Service And Superior Customer Service?

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Most business owners and managers know the value of superior customer service.  Happy customers are repeat customers, which can turn into long-term loyal customers.  Superior customer service is more than simply delivering products or services as ordered, it’s about being responsive and proactive to customer needs.  Anticipate your customer’s needs by getting to know them better using the insight offered in a robust customer relationship management (CRM) solution.

You have a customer service line and so do your competitors.  You and your competitors probably offer online ordering and, when sales representatives have the time, they likely make cold calls or periodically check on their customers.  These are all standard examples of customer services offered by businesses everywhere.  Each of these touch points are not only important to your business, they offer the opportunity to set your business apart from all the rest.  The differentiating factor is your business technology.  CRM can turn standard customer service into superior customer service with these key factors:

  1. Centralized data: You can manage all of your customer data within a single, integrated CRM solution. Each of your sales and customer services teams can access detailed customer data with just a few clicks of the mouse. They can review historical orders, current orders, projected delivery dates, negotiate new terms, and interact with customers without putting them on hold.
  2. Time-saving workflows: Automated workflows can be initiated to push proposals and contracts through the approval process faster, as well as notify managers when invoices go out or are paid. In addition, workflows can be used to provide appropriate follow-up attention after an order is placed or delivered. Each customer can receive the same personalized attention at each touch point.
  3. Improve productivity: The less time you spend entering or looking for customer data, the more time you have to focus on your customers and your business. You can use your data to identify customer buying habits and become more proactive with their needs. Anticipating replenishments or other trends is another way to show personalized service and attention to detail.

Any business can fulfill customer orders; however, with CRM you can strengthen business relationships and deliver prompt, personalized customer service.  Contact Sherwood Systems for more information about using CRM to deliver superior customer service.

By Sherwood Systems, Microsoft Dynamics CRM Partner out of Arizona

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