A majority of the top eight customer management trends for 2010 emphasized customer service as the number one priority. This article, written by William Band, states that there are a rising number of inquiries from clients about how to improve their customer service capabilities.  According to the article, the higher the customer experience, regardless of the industry, the more customers buy and the more loyal they are in the long run. Contact center customer support needs to evolve to better serve customers who no longer rely on one venue for receiving information but instead engage multiple sources. In addition to checking a company’s Web site and its brochures, many customers research information on products and services from social networking sources, such as blogs, and online user ratings. With customers now requiring more real-time support, it’s essential to keep pace with their expectations and to respond to them in new ways.

Microsoft Dynamics CRM allows companies to streamline their business processes. This means a business can provide sales and marketing support, customer service and attend to the needs of customers using more integrated customer information services and approaches. Profitable customer relationships are often created without incurring increased operational costs when an organization takes the leap and decides to adopt CRM software. When business is disrupted, you face more than a short-term revenue loss – the very loyalty of your customers is also at risk. How well your contact center is able to serve customers during a business disruption can have a significant impact on the long-term health of your organization.

It may be just the time to examine your CRM (customer relationship management) strategy – because if you’re not communicating with your customers, it’s a sure bet that your competitors are! And, the 20 years of experience we here at Rimrock Corporation can provide ensures that your implementation will be a success. Rimrock Corporation also offers a full line-up of Microsoft Dynamics classroom training suited to your needs and your schedule to help your staff maximize the power of the software solution.

Posted by Jonathan Taub Rimrock Corporation Toronto Ontario Microsoft Dynamics CRM Partner

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