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Make the most of your CRM this year

By Megan Totka

March 7, 2016

Maybe you started working with a CRM last year, but you didn’t get it set up in the most efficient way to meet your business needs. Maybe it’s one of your goals in 2016, and you’re just not there yet. Don’t worry – you can still take advantage of all the great features a CRM has to offer. When used correctly, it can help improve customer retention with better service and more personalized marketing, which leads to customer loyalty.

CRM and Customer Service

Your CRM goes beyond storing standard customer contact information. It tracks sales history, and any points of contact made with employees across the organization; whether by phone, chat, email, or social media. The information can be used to improve customer service.

More than three quarters or customers (76%) say they look at customer service as a test of how much the company values you. 77% of customers say valuing their time is the most important thing a customer service agent can do. Perhaps it’s not so shocking that 33% of people would rather clean a toilet [...]

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