CRM, Creating Customer Satisfaction with a Click When people ask, “What is CRM?” the literal answer is, “Customer Relationship Management,” but that doesn’t really convey much in terms of what all CRM does for a business. This CRM definition is too narrow to really explain everything the system does if it is working to its Read more about CRM, Creating Customer Satisfaction with a Click[…]

  CRM is Here to Stay If you ask most small business owners what priority CRM has in their short-term business plans, chances are you’ll get more than one blank stare. The fact is that most small business owners don’t even know what CRM is not to mention how significantly it can benefit their growing Read more about CRM is Here to Stay[…]

  7 Steps to Map and Drive the Customer Experience We continually hear companies say that customer experience is extremely important to them. Yet, according to a Bain & Company survey 80 percent of businesses believe their customer experience is superior, while only 8 percent of customers agree. Clearly there is a disconnect between what Read more about 7 Steps to Map and Drive the Customer Experience[…]