CRM's Role in the Customer Care Process: Capturing Information & Streamlining Interactions

CRM plays many roles when it comes to Customer Care, including capturing information and streamlining interactions.

Effective data capture makes it possible to customize customer interactions, track common issues and their resolutions, maintain up-to-date records of customer contact information and identify trends in customer communication preferences. CRM offers agents the ability to enter and access data quickly and easily, creating the repository of information needed to support a wide range of Customer Care initiatives.

Today’s consumer demands a customized experience from the organizations they do business with. Unfortunately, providing truly customized care is difficult, especially when each customer has his or her own wants, needs and preferences. With CRM providing agents and dashboard systems with this key data, creating a customized experience for each customer becomes much easier.

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Beth Ingebretson

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Categories: Customer Engagement and Customer Experience.