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In case you didn’t know, May 21 is National Memo Day. To celebrate, Holiday Insights says, “Have a pen and paper handy. Go grab a post-it note. Stand ready at your PC. We suggest you enjoy National Memo Day by taking memos wherever and whenever possible.” Sometimes its the details in memos that make a huge difference in your customer service, but memos and details often get misplaced. A proper CRM system can help keep track of all the memos to organize all business data and improve customer service.
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Here is an example of missing the importance of organizing memos. You know when you call your bank or phone provider and you keep getting transferred to different departments? Every time you have to explain your problem from the start only for the representative to realize he or she cannot help you. When you finally get to the end of the transfer line, it turns out you need to grab more information to get your problem fixed, so you have to hang up until you retrieve it. Then when you call again, you have to start your process over from the top of the command chain.
This process is one we are familiar with and it is beyond frustrating. The cause of it is a lack of an effective CRM system. Even when that representative makes a note of your situation so you can pick up where they left off, not everyone in that organization has access to the same note and cannot help you efficiently. Your information is constantly misplaced, meaning your customer experience is never positive.
The features of a CRM system allow you to capture and maintain all information relating to the customer in a single place for all team members to access. This is not restricted to the customer’s data. All tasks relating to customer acquisition, retention and maintenance are found in a CRM system. The system is set up in such a way where it provides a big picture of all your business activities and how you are doing at accomplishing those activities.
Access to data in a CRM is simple and all data is easy to find. The system navigation allows users to pull up any piece of data they are looking for and make notes on that file. All interactions with data and business processes are stored in the CRM system. You can say goodbye to the multitude of sticky notes and file cabinets that are out of date or forgotten.
The ability to organize customer data, store notes, track leads through the sales funnel and collaborate with everyone on your team will allow your business to create strong and lasting relationships with your customers.
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