In the realm of customer service, there is a seemingly infinite parade of acronyms floating around, and CRM is the latest in a long series of them. Yet—what is it exactly? How do businesses use it, and most importantly, how can you profit from it?
CRM is short for Customer Resource Management, and there are multiple aspects to it. On the surface, it’s a software package that helps you understand your customer’s needs and wants better—which makes a no-brainer for businesses. Yet, on a deeper level, it represents a commitment from a company or organization to its customers. Every single department in an organization must utilize CRM if it is to be used effectively. For example: every method a company interacts with customers: be it face to face, over the phone, web-based, etc—that data must be entered into the CRM platform. Over time, a business gains insight into their customers habits, and they can in turn use this in developing and marketing products. It is not simply a matter of buying a platform and installing it—as mentioned earlier, it is a commitment on the company’s part.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
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