Customer Enhancement: The Third Stage Of CRM Life Cycle

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(3) Customer enhancement
The third stage of CRM life cycle is customer enhancement. Customer Enhancement denotes the activity retaining the existing customers as well as gaining prospect customers of products. Customer enhancement is essential to improve company’s performance. Communication service providers (CSPs) are the most used tools of customer enhancement program. Communications Service Providers (CSPs) are not just competing against each other but also against the notable customer experiences E-Commerce and M-Commerce leaders continue to introduce to the global digital business marketplace. Set against this milieu, CSPs’ customer communication solutions and end-to-end customer experiences too often appear out of date. Improving these …show more content…

As a result, they wait for orders – or shopping carts – to continue across these channels, remember where they were in the process, maintain any data they entered, and be aware of completion when they’ve completed doing their home task on what they want to buy. Moreover, when customers want help through phone or online chat, they expect agents to be able to share their screen and arrange orders in actual time. Agents should also know their history – what they’ve bought before, what they use, and what their order looked like minutes or hours ago, before they changed …show more content…

This view needs to minimize clicks for the agent and radically reduce user error or intricate steering within and between applications. A 360-degree customer view provided through a efficient user interface constantly lessens key metrics like time-to-resolve; increases job satisfaction for agents because they have better tools and greater success rates with customers; and enables the kind of customer-aware and knowledge-rich practice customers have come to

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