Welcome to our roundup of customer relationship management (CRM) industry news from across the web. This week’s roundup will focus on the most important aspect of your business: the customer, and how to create and maintain a culture that puts them at the center of your business. We’re hunting the ‘net for the latest and greatest, and bringing them to you here, in one convenient weekly post.
Businesses are beginning to understand that becoming customer-centric can enable their employees to deliver an exceptional and consistent customer experience. In today’s ever-changing landscape of technology, consumers have nearly an infinite amount of channels they can use to reach you for service and support.
Customers are increasingly frustrated with the level of services they experience: 91% because they have to contact a company multiple times for the same reason, 90% by being put on hold for a long time, and 89% by having to repeat their issue to multiple representatives. (Accenture Global Consumer Pulse Survey)
Do you have a plan in place to make this transformation? The following articles offer a starting point to jumpstart your journey to becoming a customer-centric organization.
5 Steps To Create And Sustain Customer-Centric Culture
Forrester’s Sam Stern outlines in 5 steps how to create and sustain a customer-centric culture from securing executive buy-in to embedding customer-centric principles throughout the organization. This is an abridged version of Stern’s full report on how companies can transform their cultures to be customer-centric.
Six Ways to Become Competitively Customer-Centric in 2014
As today’s marketplace continues to evolve, business owners are conscious of the newfound expectations customers have set out for them. “Companies that are able to place the customer at the center of their strategies will undoubtedly beat out the competition.” – Greg Lloyd
The Evolution of Customer Service: Adapt and Adopt or be Left Behind
Customer service expert and SugarCon Keynote Speaker Shep Hyken takes you through the evolutional journey of customer service and support from his own experience. Catch him at this year’s SugarCon!
We hope you enjoyed this week’s edition of our Weekly CRM Roundup. You’re equipped to ignite your organization to extraordinary customer experiences.Got ideas for other great articles and topics we should include in future CRM Roundup posts? Let us know in the comments below!