How to Maintain a Steady Client Management Process

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A smartly implemented CRM helps streamline your sales pipeline, improve efficiency, boost your customer satisfaction ratings & build a long-lasting relationship with your customers… eventually resulting in more sales. Having a CRM also makes sure, you figure out who your valuable customers are & you have enough data to acquire more such customers over time.

However, implementing a CRM hasn’t always turned out to be game-changing for all businesses. A lot of factors need to be taken into account before you take the plunge. One wrong step could result in things going worse than before.

Here are some mistakes that may result in CRM failure:

1. No Leadership

Senior management should always be the trendsetters in using a CRM & show others the way. It’s their job to set the strategies right, coach their teams & get the best out of the CRM. Passing a new CRM over directly to the middle management without any supervision is a recipe for disaster.

2. Lack of Goals

Clearly defined goals are the foundations of choosing & implementing a CRM. Without goals, it’s tough for you to get the desired outcomes from your CRM project. It’s always recommended to list down all your goals before you start looking out for a CRM. Clarity is key!

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Our only motive is to provide customer satisfaction.

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Constantly innovating to keep themselves ahead of their competitors, Pizza Hut regularly conducts customer satisfaction surveys through their webpage, www.tellpizzahut.com.

Through this site, customers can give their feedback, suggestions, and complaints (if any) and at the same time win many offers, discounts, and prizes!

Generally, these surveys are conducted online and offer customers discounts and rewards in return for their valuable time.

1] Requirements to take the Pizza Hut Survey

To take the survey conducted by www.tellpizzahut.com, these are the criteria to look before you can participate in it.

It is essential that you read the points carefully as if you do not meet the eligibility conditions, you might not be able to win any prizes for investing your precious time.

TellPizzaHut Customer Satisfaction Survey (Pizza Hut Survey)

https://surveylo.com/tellpizzahut-pizza-hut-survey/

Recently call centers have evolved rapidly in many sectors such as banking, retail, Government, tourism etc. from being a simple add-on, customer-facing service to an important differentiator. In today’s race for competition and internationalization, customer satisfaction can have a serious impact on a company’s bottom line where, though one can easily calculate the direct loss of losing a customer, he often ignores the damage caused due to customer sharing his negative experience in his immediate social circle. Before diving further into the ‘how’,

Let’s take a look at ‘why’ customer satisfaction is so crucial for your business-

– Happy customers will always interact with your brand over and over again resulting in higher revenue.

– Because offering terrible customer service can make them switch over to the competition in a heartbeat.

– Great customer experience leads to brand promotion via satisfied customers sharing content across social media.

– Providing better service quality than your competitors will also give you an edge over the competition.

So, it doesn’t matter whether you run an in-house customer care team or availing your services from an Indian outsourcing company or any such, as long as you are ignoring the fundamentally interactive nature of customer service transactions, chances of improving customer satisfaction in your call center will always be slim. Below are some such transformative ideas to help you along the way toward generating the virtuous circle that customer service is always meant to create.

Abstain from the Agent Maze

Don’t waste time by escalating or passing over the problem to multiple agents who cannot help them and, in the process, leave unsatisfied customers and frazzled agents. Instead, install data-directed routing system to your contact center platform to automatically directs the calls to the best possible agent. Also encourage operators to handle situations on their own by spending time with the customers, thus taking full ownership of the problem.

Provide Multiple Support Channels

Making yourself available on as many support channels as possible and providing multi-support channels such as telephone, email, live-chat, social media etc. to your customers goes a long way toward improving customer satisfaction and higher retention. It not only offers a seamless transition between channels but also works well for customers who want greater flexibility and real-time interactivity.

Bestow a Human Touch

Providing a humanly touch to your customer service is the best way to make sure all your customers get equal and excellent service. You can do this by

• Engaging customers proactively
• Keeping your agents accessible at all times
• Keeping your language simple
• Always ask for a feedback
• Offer personalized recommendations
• Treat customers as individuals rather than demographics

Use KPIs to Measure Satisfaction

Choosing the right KPIs or Key Performance Indicators such as Net Promoter Score, Overall Satisfaction, Brand Attributes etc. to measure key metrics and analytics is crucial to building a service footprint that delights customers and delivers insanely great experiences by gathering actionable insights to guide long-term planning, smoothing out the kinks in the system along with fostering goals and objectives among staff.

Monitor Performance through CSAT Scores

CSAT or Customer Satisfaction Surveys is a form of research based on your customer’s reviews regarding your company’s performance. It’s a great way of understanding your customer’s requirements and concerns in order to improve the quality of your products and the standards of your service to that of the customer’s needs which in turn will improve customer loyalty and generate revenue and profitability.

Never Underestimate the Importance of Critical Moments

Creating meaningful relationships is a sure shot way of standing out from the crowd. Though there are numerous ways of showing your appreciation but keeping track of and acknowledging critical moments such as anniversaries, birthdays and other important achievements with the help of various tools available in the market will help strengthen the relationship and take you long ways towards your journey to success.

Wrapping Up

Customers’ expectations are constantly on the rise, sometimes even faster than the speed with which call centers in India and elsewhere can improve their customer satisfaction service. The important thing to understand here is that customer service is an area that needs great nurturing and care with focus and in due time, you will be rewarded with a positive impact on customer loyalty, increased revenues and higher retention.

Customer satisfaction is the key to creating a long-term relationship with your customers.

Customer Satisfaction Score (CSAT) is a basic measurement of a customer's satisfaction with a brand's product and/or services

Ohh how we miss the times when starting a business was a piece of cake! You decide on a product, invest the money, advertise, and then you sell.

And, the products sold like hotcakes. Well, not all of them, but that was the trend.

This is how a layman sees business. And we admit it was easy, but those days are behind us. 

Having a solid product isn’t good enough, nor is having a hard-working team.

Now, running a company isn’t easy. You have to fight tooth and nail to keep a business afloat. 

Enterprises need to be more and more innovative, agile and the first ones to get to their customers.

Remember we said, times were changing, you ever wonder, how? The focal point of businesses is now gravitating towards the customers.

But with IT, it has always been so. It is the services you offer to the customers that are important. How you do it, sets you apart.

A company does anything and everything to please a customer

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Have you heard of customer support as a profit center?

Are you wondering how that would work?

- Imagine, for a moment, as a support leader you’re receiving requests from senior management to grow your team, rather than cut expenses.