CRM That Will Get You Noticed

Use customers’ past behavior to transform your behavior with them into something relevant:

1. Put information in front of the phone reps and train them on how to use it. Next time you call your favorite catalog company, wouldn’t it be nice to hear them say something like: “Oh, Ms. Smith, I see you’re a very good customer, and we’d like to thank you for your past business.” Or, “I see you made a return recently. I hope that was handled effectively for you.” Or, “I see you ordered from our Web site. I hope you found the experience satisfying.”