|
CRM and the
Customer Experience
In the big picture,
it's still all about the customer. Going a little
further it's not even about the customer. It's
about the customer's experience. Unfortunately,
it's not just one experience but many. And there's
no finish line! just because you have a happy
customer today does not mean it's forever. You're
only as good as your customer's next experience.
Introduce a CRM
initiative to manage this experience and, at the same
time, manage the process and your available resources
with more efficiency and this is what it looks like:
|
