CRM Call Center

CRM – or customer relationship management - is one such dinosaur. So now we are going to talk about CRM Call Center and how it works. So let’s talk about CRM.

To be sure, working more closely with customers is something that every company wants to do more of, and lots of product and services are being bought with that goal in mind. Nonetheless, I’m ready to declare the end of CRM again, even if the quantity of financial, economic, and buyer activity around CRM is making more and more touching to the call center also.The problem is the following: As the breadth of customer-related activity – and product sales – grows, it’s becoming harder and harder to use the over-arching term CRM to compare one vendor’s offering to another.

Sure, it’s all about the customer – that’s the easy part. But, if you really look at what’s happening in enterprise product, everything is all about the customer. It’s hard to find product that doesn’t impact the customer relationship: working with customers imbues activities in every part of the organization, from sales, service, support, marketing, and product development, to finance, supply chain, document management – and on and on.

Where the rubber hits the road today in the competitive CRM market turns out to be all about the non-CRM parts of a vendor’s offering. We can talk about an important version of this issue in what I call his concession speech – the speech he made when the deal for Callcenter-product to buy Siebel was announced. Remember, Siebel was always the CRM feature/functionality leader, and there was Any saying he was selling out to Callcenter-product because it was in that non-CRM domain, called connectivity to the back-office, where his company had failed to thrive.

More Than Just Customer Management

In other words, what’s really important in the world of CRM is not the traditional CRM functions of sales-force automation, contact management, call center operations, and the like. What’s important about CRM turns out to be what has always been important to business users: connectivity, low-cost, industry-specific functionality, and usability.

This give some color to the efforts of Any call center site to move beyond its once pioneering point of differentiation, now that everyone is doing on demand. Ironically, this is the company that was among the first to understand that CRM is more than just customer management. Now it’s a company trying to find the next big non-CRM thing that CRM customers are looking for. Before someone gets there first. Hence its multiple attempts to be a platform supplier, to grow beyond on demand and become something bigger, and hence something more strategic.

So as the latest “Year of CRM” unfolds, keep an eye on the part of every vendor’s offering that’s not about CRM. The CRM hype will always be there, but the real points of differentiation will be seriously far from the old CRM that we worried about during the last Year of CRM, whenever that was.

Meanwhile, I’m going to spend the year trying to think of a new acronym to describe what’s going on in the market today. Because if everything is about managing customer relationships, then CRM is an increasingly redundant term, and those vendors that rely solely on their pure-play CRM capabilities will begin to become redundant too. It’s 2006 and CRM is dead. Meanwhile, for those managing customer relationships, it’s going to be a great year.

The internet has curved the Customer Relations Management world on its head. Just Some years ago it took thousands upon thousands of unhappy customers before a company lost enough business to change its ways.

Today, just ONE disgruntled client, through access to the internet, can cause a company to lose millions in a matter of few days.This growing power of the customer is seen most clearly in the backlash against company's with poor call center services. A company’s help center (call center) is the first point of contact that a customer has with the firm. Customer retention, satisfaction and loyalty, all depend on how well the person at the other end of the line handles the customer.

So how can we convince these companies to realize the importance of providing decent call-center services? At our end, we have created a hall of fame and shame where we honor the companies that have made customer service a priority and shame those that haven't.If you want to see better customer service across the board, and in particular call center service, we encourage you to use this list in deciding who to do business with, and who to avoid!

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Posted by: Sales & Marketing Team