Getting Personal With CRM

Your customer service strategy needs to include more than a policy that “the customer is always right.” Instead of being reactive, your CRM (customer relationship management) strategy should be proactive, which includes constantly creating new ways to make customer relationship interactions more personal. One way to personalize interactions is to base them on how your customers want to communicate with your business—and for many consumers today, that’s social media. A study by J.D. Power and … [Read more...]