Customer-Focused CRM (#CX)

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Benefits

What Are The Benefits Of CXRM? CXRM helps you manage your relationships with customers, and improve the experience your customers have with your business. Delighted customers are much more likely to place repeat business and recommend your services to others. With CXRM, you can help increase the loyalty shown by your customers. A well-managed customer base will go through a journey as follows:- stop leaving forgive service issues reduce complaint levels buy more buy more often make d... more

Features

What Does CXRM Do? CXRM is online software for managing customer experiences and relationships. CXRM includes the functionality you would expect from a traditional "CRM" solution, plus features that align the internal business processes in your company with the experience you aspire to deliver to your customers. Putting the X in CRM Here's a summary of what you can do with CXRM: Manage Customers Pro-Actively Across The Life-Cycle acquire: create leads from your existing... more

Comotion

Comotion http://www.comotional.com/ Management Consulting: Building Customer-Led Businesses Here at Comotion we help clients build 'customer-led' businesses. Our approach and solutions are based on the philosophy that companies are built on logic but managed by emotion. Commerce + Emotion = Comotion. As a result, we combine the rational methods of traditional consultancy with the engagement, branding and communications skills provided by agencies to deliver better results for o... more

Searching For A Definition Of Customer Service

Customer service is ... everything you can do to help your customer achieve their objectives... That's a broad definition, but it describes a broad relationship. Customers today expect more than simply the delivery of a transaction, the wider relationship is just as important, for example: i. in business to business arena, Rolls Royce no longer sells aero-engines to airlines, their proposition is to keep planes in the air and on time, by providing real-time monitoring and management serv... more

How Customer Journeys Fit In

How Customer Lifecycles and Customer Journeys Interact A Customer Journey is the series of steps a customer takes to do something with your firm - for example, to make a purchase, or get help with a usage issue. Customer Lifecycles overarch individual Customer Journeys - a customer may, for example, have several engagements with your support team in their time as an active customer. Seen from an internal perspective, a customer's initial purchase of your service may start only as the cus... more

Templates

Downloadable Templates and Examples of RATER Service Model We hope you've enjoyed our articles on managing the customer experience, perfect order score and CRM. Here is a collation of some downloadable spreadsheet templates that go alongside the articles. Contact Map Template RATER Service Blueprint Template It won't take you too long to work out that they are basically the same! But once populated, the contact map will describe the current customer experience, and the blueprin... more

CX Directory

CX Directory CXRM is online software that helps you manage your relationships with customers, and improve the experience your customers have with your business. In developing our software and working with customers and partners on implementation, we come across a lot of interesting and innovative firms that provide complementary services. In this directory, we're delighted to profile some of them. Management Consulting: Comotion is a hybrid consultancy/agency focused on building cus... more

Customer Lifecycles, CRM and Marketing

Customer Lifecycles, CRM and Marketing Integrating an understanding of customer lifecycles with customer management and marketing processes is a hugely powerful (and generally under-utilised) method of building value in your customer base. Returning to our Customer Lifecycle Model, below, we can consider some approaches to campaign that directly link to the cycles. Types of campaign include: Follow-up: typically instigated by your customer service aspirations. For instance, "always ... more

Customer Lifecycle Model

Customer Lifecycle Model It is not really feasible to define lifecycles that will cover all your customers all the time - but it is possible to characterise how a significant proportion of customers experience your organisation. The diagram below is a generic model for describing customer lifecycles, simplified into two broad cycles: the cycle from customer becoming aware of your company through to using your product or service a cycle which starts at a customer considering defection from ... more

CRM Overview

Managing Customer Relationships and Improving Sales Performance One of the core aspects of CXRM's online software it its ability to provide a simple-to-use CRM (Customer Relationship Management) system to its users. But what in practice does this mean? What is CRM? In fact CRM is a mixture of things. It's often seen as just managing your sales "pipeline"; allowing you to see what work is on the horizon, what's in progress and what's been delivered. Traditionally the... more

Customer Experience For Small Businesses

Providing a great customer experience should be at the heart of your business. Especially if you want to build customer loyalty and attract new business. For SMEs, customer experience has never been more vital. With having to distinguish themselves from competitors to retain and attract new custom. Providing service excellence should be a key part of your customer experience lifecycle. And it’s your priority to make sure customers are happy with the service they receive. This helps lead... more

Using CXRM To Provide Excellent Customer Experience

CXRM is an easy to use online software system that makes it easy to track subscriptions, manage your clients and help your business to grow effectively and efficiently. Many SME businesses need an efficient online business system to manage their clients and records effectively. Allowing them to build a strong relationship with clients and provide excellent customer experience. CXRM has a wide range of tools to help achieve this ; Tools for sharing information, files and folders across your ... more

Building Your Customer Experience Model With CXRM

With customer experience becoming more and more of a priority across platforms, it’s important businesses have the right model in place to deal with customers. Here at CXRM, we strive to provide a platform that allows you to manage your customers' experience and help provide an excellent and personalised service. CXRM enables your business to manage interactions with customers across the whole life cycle - from acquisition, to service delivery, to customer care and in maintaining on... more

Tools To Improve Your Customer Retention

A recent article at Beyond Philosphy mentions that is is important to keep the customers you have by providing a great customer experience. Many SME businesses need an efficient online business system to manage their clients and records effectively. Allowing them to build a strong relationship with clients and provide excellent customer experience. CXRM has a wide range of tools to help achieve this ; Tools for sharing information, files and folders across your business A best-practice ac... more

CXRM Provides A Platform To Build Customer Experience #CX + #CRM = #CXRM

CXRM is online software that helps create the time to grow and manage your business relationships [#CRM] by providing a platform to build excellent customer experience [#CX]. With CXRM you’ll be able to share information across your business from one place; helping to avoid running back and forth, sending constant internal emails and calls to one another. With CXRM each user is able to update and share notes and information on anything, making your business' contact with your custom... more

Creating An Excellent Customer Experience

A recent article on blogs.sap.com highlights the importance of knowing your customer and their needs when it comes to building an excellent customer experience for them. At CXRM, we provide a platform for you to build upon your customer experience and help provide an excellent and personal service to the consumer. With CXRM you’ll be able to share information across your business from one place; helping to avoid running back and forth, sending constant internal emails and calls to one a... more

10 Customer Experience Facts

A wonderful article found at www.technicallymarketing.com highlights the importance of customer experience in todays day and age. And as we continaully try to improve our own online software to provide a platform to build excellent customer experience, it may be worth highlighting from this article the 10 customer experience facts for 2013 to take note of. According to a CEI Survey, 86% of buyers will pay more for a better customer experience. But only 1% of customers feel that vendors consis... more

Make Your Customer Experience More Personal #CX

A recent article found at www.winthecustomer.com shows that 78% of consumers reported that their most satisfying experience took place when a capable and competent service support representative answered their queries. At CXRM, we provide a platform for you to build upon your customer experience and help provide an excellent and personal service to the consumer. With CXRM you’ll be able to share information across your business from one place; helping to avoid running back and forth, ... more

Benefits Of CXRM To Your Customer Experience #CX

With one of the main focus points of any business today being an efficient and effective customer experience. It’s important to have the right system in place. CXRM offers many benefits with its online software. In regards to customer experience benefits, you can expect to see; Increased on time delivery Lower level of late orders Shorter lead times Reduced complaints level Increased sales conversion rates This helps lead to customers returning to your business increasing you... more

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