Welcome back, readers, to our Why CRM blog series! We recently launched a new website aimed at answering basic questions around customer relationship management (CRM) software called "Why CRM." The concept behind Why CRM is simple. We believe that CRM offers solutions for countless common business problems, but more often than not, people start shopping for CRM without actually knowing why. They tend to look at features and functions without really understanding what they need.
PowerObjects has taken a different approach. We brought it back to basics and are getting down to the root reason people start looking at CRM. In this blog series, we answer that ultimate question: why should you choose CRM. In the series, we'll cover three of the most common reasons people start considering CRM, such as losing key customers, making uninformed decisions that hurt business, or growing too rapidly and not being able to control the chaos. So let's dive in and get started with Part 2!
Losing Customers: Terrible customer service strikes again
We've all been there. One bad experience with customer service and just like that, you drop a company you've loved for years all because they failed you when it came to addressing your concerns, needs, or requests.
Each customer is unique, and they should be treated as such. Take a look at the infographic below to see how Cathy Customer went from "Oh my gosh I just love Magic Toasters" to "I vow to never eat toast again."
It's easy to point out all the fail in this scenario. But even one minor interaction that leaves a customer with a bad taste in their mouth can hurt your business. Leveraging the power of CRM not only allows you to have meaningful, targeted, responsive interactions with your customers, but it also means that your customers enjoy working with you and will most likely frequent your business or services again.
Make sure you check back next week, when we tackle our final topic, bad data leading to bad business decisions, and in the meantime, check out the Why CRM website for yourself! Read case studies, download the eBook, and chat with a PowerObjects CRM guru, all from one awesome site!