the channels of customer interaction, achieving efficiency and economy in the contact type. Here the use of the technology plays an important role. Today there are many ways to interact with the customer. It is necessary to find the appropriate mix of channels for the type of clients that you care. Eliminating waste in the processes of face to the customer. The optimization of business processes, based on a detailed study of the interaction and the correct use of multiple channels of interaction points, can help your organization be more productive. This translates into the reduction of waste in resources (time, people, materials, money, etc.).
Use of more effective customer contact strategies and with a relation cost benefit major, such as the relational marketing, self service portals, contact centers and other techniques that enable a more personalized service, generating more positive experience for the customer. Identification of opportunities to cross-sell and upsell current customers, which can be carried out using the mix of channels of interaction mentioned above. This optimizes the use of resources and taking advantage of the relationship with existing customers. Be much better prepared for situations of contraction in demand. A detailed knowledge of its clients coupled with the fact of generate at all points of interaction positive experiences for these customers, through streamlined processes, can support a strategy of relying on less than new customers. Notwithstanding that a contraction in demand is present with its customer base, you can have a better balance of resources that will enable you to successfully withstand times of problems in the economy. Unfortunately this is not done the evening to the morning and much less the only solution is to hire a CRM software, install it and expect that this improve their situation.
It is much more than that. The important thing is to identify all components of a strategy to improve interactions with customers to achieve the objective of the business. So get to work. Longer delay to launch an initiative of this kind, more advantage can take their competition and less prepared can be your company to meet new times of recession (remember that these ups and downs will never cease to exist). A final recommendation. If you believe that the Interior of your organization there is no knowledge or bases to undertake a process of this kind, seek external help from someone who has experience and understands very well all the concepts of CRM (not at the level of software or technology, but at the level of business processes) and that will give you practical solutions (less theory and more action).