Recently having had a poor customer service experience I am inspired to revisit the importance of Customer Relationship Management (CRM) and the tweets from Forrester's CRMJam. Looking back through the tweets it rings true more than ever that having a comprehensive approach to managing your organizations customers, their inquiries and concerns is essential for success and growth.
In the business world of today many companies find themselves divided into departmental, service and/or information based silos. It is the inability to connect these various silos that jeopardizes customer service. Had Company X implemented a more comprehensive CRM system, such as one backed by BPM, they could have avoided a series of mishaps that ultimately led to an unhappy customer.
BPM supports and advances the effectiveness of CRM in several ways:
There is a great deal to be said for maintaining customer satisfaction and loyalty. Is your company actively following up with customer service requests and doing all that it can to keep customers happy?
Relevant Links:
The Age of Social: Thoughts from Forrester's CRM Tweet Jam
5 Ways to Improve Quality by Connecting Technology Systems
BPM As A Foundation For Business Transformation
Mary Katherine Strupe
Marketing Coordinator
Ultimus