Customer-Focused CRM (#CX)

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Bridging the Service Gap

Bridging The Service Gap A key benefit of the Customer Service Blueprinting approach is that it provides a platform from which focused and aligned improvement initiatives can be driven, and a context in which business decisions can be made. Many organisations suffer from conflicting initiatives and this is often a result of different parties having different views of the customers’ priorities and being unable to communicate these differences. The Customer Service Blueprint will preven... more

Understanding Customer Service with RATER

Understanding Excellence in Customer Service Excellence in customer service is always difficult to define, but we all know it when we see it. However, if we wish to deliver excellent service it is unlikely to happen by chance. We need:- a language for describing it a means of measuring it a system for setting standards and targets RATER: A language for describing the service a customer experiences The RATER model deconstructs customer service into five distinct and independent dimensi... 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

Customers Would Pay More For Better Customer Experience

Once again providing an excellent customer experience is a talking point. Zendesk have provided an excellent info graphic illustrating the importance of customer experience and why companies should invest here. One of the most interesting facts was that 82% of people stopped doing business with a company due to bad customer service. Whilst 40% of people began purchasing from a competitive brand because of its reputation for great customer service. These stats only re-inforce the point that cu... more

Three More Methods To Improve Customer Experience

With countless small businesses competing against one another, great importance gets placed on customer experience. With all the options and choice customers have available these days, it’s important that your business is able to match customers’ expectations. We look at three simple steps your business can take to improve its customer experience; Be Personal – These days a lot of businesses communicate via social media such as Twitter and Facebook, however research shows t... more

Top 10 Ways To Create A Positive Customer Experience

Recently winthecustomer published an excellent post regarding how to create a positive customer experience, backed up with the fact that 68% of customers who left a company do so because they felt undervalued. We’ll summarise the ‘Top 10 Ways to Create a Positive Customer Experience’ below; Communicate with your customers – Before, during, and after the sale Find your customer service niche Show real customer appreciation Focus on resolving problems quickly Make c... more

Is It Time To Improve Your Cross Channel Customer Experience?

With 4G starting to roll out across the country, it’s clear that mobile trends of shopping online will continue to rise. With 72% of the UK population owning a smartphone and 50% using them to make purchases currently. This means it will be vital that the customer is met with an excellent mobile customer experience. Any modern business that doesn’t have seamless touch points across channels and devices will lose out to its rivals that do, and judging from the stats above, that loss... more

Customer Experience To Become A Priority #CX

An interesting article published on Forrester Blogs discusses why customer experience will become the number one CIO priority. One of the main points it makes in regards to companies and organisations who have a strong customer experience, is that they have their IT teams working alongside the customer experience team which helps deliver an excellent customer experience. Improve Your Customers' Experience CXRM helps you improve the experience your customers have with your business. Read ... 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

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

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

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

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

Does your CRM help you improve customer engagement?

Nearly a decade ago, McKinsey wrote the following: "Although companies are investing record amounts of money in ... customer-relationship-management (CRM) technology... only 10 percent of business and IT executives surveyed strongly agreed that business results anticipated from implementing CRM were met or exceeded. What's regularly missing, in our experience, is the spark between the customer and frontline staff members—the spark that helps transform wary or skeptical people i... more

New articles on customer lifecycle and customer journey

CXRM's software helps you to manage customers across their lifecycles and to ensure that your operations are set up to deliver an optimal customer experience as customers engage with your company. But what is meant by 'customer lifecycle' and 'customer journey'? What is the difference between them? How can you use these best practice models in your business to drive excellent customer service and boost performance? We've just uploaded new content on customer lifecycles... more

How To Maintain Customer Focus As You Grow

It's hard to retain focus on customers as your company grows. At start-up (and at micro-size), the original founder's passion and commitment to go the extra mile for customers tends to design in a terrific customer experience, but with growth, there is a real risk that this original focus is diluted (see the diagram below). As an owner or manager of a smaller business trying to maintain customer focus as you grow, you'll need to be excellent across many disciplines. A useful pl... 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

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

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