Customers are empowered and demanding that their needs be met they way they want, over a growing array of channels from anywhere they choose, at low cost, no hassle, and now. They are relying less on branding and companies for product information and recommendations and more on their peers. One size, one single view of customers, when it comes to service, no longer fits all.
At the same time more companies, and contact centers, are becoming demanding, and empowered when it comes to deciding on solutions to meet their needs. A growing focus on customer retention at the C-level has meant that more corporate players are involved, and who want results. There is declining tolerance for solutions that take months if not years to reap the returns from.
These trends are prompting shifts in customer relationship management participants, strategy, deployment, and technology. Fading are the days when CRM meant cutting sales, contact center, or help desk costs and buying a does-everything package and painstakingly integrating each complicated module, some of which may not get used, over many months or years and waiting for ROI.
Source: News Factor
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