Remember this old adage? If a customer has a good experience they’ll tell one person. If they have a bad experience, they’ll tell 10.
Thanks to social media, that’s changed. Now if they have a bad experience, they may tweet it to hundreds, who could tweet it to thousands, who could tweet it to millions. (Especially if the original complaint comes with an entertaining video.)
By the time the problem gets escalated to your customer service team, it may be too late. In fact, some customers are taking a proactive approach to airing their complaints, showing that at least one old adage is still true. The squeaky wheel really does get the grease.
So how do you get ahead of this trend?
Bob Stutz, Microsoft’s Corporate VP, Dynamics CRM, says it well in a recent tweet:
The CRM systems of the future must manage more than the static records that track a customer’s profile and transaction history. They must also allow the salesperson or account manager to keep an eye on the customer’s online engagement, looking for potential opportunities as well as problems.
Bob is going to be speaking at the next Meet the Experts Live! online event on April 24th. In addition to discussing social media’s influence on CRM, he’ll touch on topics like Microsoft’s unique approach to CRM in the cloud and the impact of the MarketingPilot acquisition.
You can register for the event here – New Directions in CRM.
By CRM Software Blog Editors, www.crmsoftwareblog.com
NEW DIRECTIONS IN CRM – A DISCUSSION WITH MICROSOFT EXPERT BOB STUTZ is a post from: CRM Software Blog