Small to medium-sized businesses want to stay competitive, increase revenue, and remain profitable at the same time. This can be a challenge. Whether companies find this chal lenging because of a slow economy, market saturation, or other reasons, many companies are re-evaluating business strategies and internal processes to overcome these obstacles. Companies are realizing that in order to maintain their status or grow, they need to focus on their existing customers as much as or more than acquiring new customers, and do so cost-effectively. They cannot afford to lose a customer,ignore specific customer demands, or treat even one customer poorly, because for most companies, hanging on to a customer means increased revenue through cross-selling, up-selling, and repeat business year after year. Losing one customer over a dispute over a $50 part has a far greater impact than today's $50 - the company would lose hundreds or even thousands of dollars in future revenue from that customer who will spend money with the competition for years to come.
Real igning a company's employees and processes to focus on customer satisfaction is not always easy. The sales department is focused on closing deals for the month, the marketing department is focused on generating new leads with new campaigns, and the service department is trying to pull in their own revenue - so who's job is it to care about the customer? It 's everyone's job.
For many successful companies, creating a customer -focused business strategy was the first step. The companies' leaders proactively implemented customer -focused plans, processes, tools, and corporate culture. By instilling the commitment throughout the organization - in sales, marketing, customer support, and other departments - employees became dedicated to serving customer needs and treating each customer as an individual. To help employees do their job, companies refined workflow and business processes and invested in software that connects everyone in the organization to each other, and to the customer.
That's where Customer Relationship Management (CRM) software fitsin. Using CRM software, marketersare able to profile and market to customers, sales teams can collaborate on sales opportunities, service representatives can manage customer support cases, and everyone in the organization can track contacts, communications, and account activities. The results that successful companies have seen include gaining a competitive edge, increasing referral business, increasing market share, rising sales, and cost savings.
Senior Flexonics Pathway (manufacturing), Wilden Pump & Engineering (manufacturing), Ipsos-Reid (research services), The Oxford Princeton Programme (education), and Connect Tech (high-tech/distribution) are five examples of how companies are winning with a customer -focused culture, redefined business processes, and CRM software tools. They are succeeding in their commitment to satisfying customers throughout their life with the company, and building profitable relationships by doing so.
Real igning a company's employees and processes to focus on customer satisfaction is not always easy. The sales department is focused on closing deals for the month, the marketing department is focused on generating new leads with new campaigns, and the service department is trying to pull in their own revenue - so who's job is it to care about the customer? It 's everyone's job.
For many successful companies, creating a customer -focused business strategy was the first step. The companies' leaders proactively implemented customer -focused plans, processes, tools, and corporate culture. By instilling the commitment throughout the organization - in sales, marketing, customer support, and other departments - employees became dedicated to serving customer needs and treating each customer as an individual. To help employees do their job, companies refined workflow and business processes and invested in software that connects everyone in the organization to each other, and to the customer.
That's where Customer Relationship Management (CRM) software fitsin. Using CRM software, marketersare able to profile and market to customers, sales teams can collaborate on sales opportunities, service representatives can manage customer support cases, and everyone in the organization can track contacts, communications, and account activities. The results that successful companies have seen include gaining a competitive edge, increasing referral business, increasing market share, rising sales, and cost savings.
Senior Flexonics Pathway (manufacturing), Wilden Pump & Engineering (manufacturing), Ipsos-Reid (research services), The Oxford Princeton Programme (education), and Connect Tech (high-tech/distribution) are five examples of how companies are winning with a customer -focused culture, redefined business processes, and CRM software tools. They are succeeding in their commitment to satisfying customers throughout their life with the company, and building profitable relationships by doing so.
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