Understanding Customer Relationship Management

by | Jul 23, 2013 | Automate Support, CRM

Customer relationship management (CRM) refers to a set of procedures organizations use to not only record and organize customer relations, but also systemize and scale them for growth. CRM cuts across different cadres and groups-most of them touching on customer service, sales, invoices, call ins and so forth.  If a business is able to understand collect information on these tenets and make sure that each one of them works for the good of their operations, then CRM is successful.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

Optimizing customer relationship management however, is easier said than done- one of the biggest challenges being the consistent deterioration of customer relations, poor profit margins and escalating costs of managing these relationships.

Self service can help businesses optimize CRM in 3 ways:

  • Customer relationship management helps businesses manage customer requests and needs, real time. This means that customers are not only served faster, but satisfactorily whenever they need to be served.
  • Lower operational costs incurred in hiring customer service representatives because of an increase in the number of calls from customers.
  • Overall increased customer satisfaction as customers find the right self service information – enough to make key decisions like buying, calling in, etc.

Yonyx is the best, cheapest way to publish self service information to for best customer relationship management.

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