While the general use of customer relationship management software (CRM) has become the industry standard, it hasn’t always been this way. Over time, as customers have come to expect a more efficient experience, companies have turned to various ad hoc solutions to manage their customer service offering.
Now, it’s not enough to know just a few things about your customers. Understanding customer behavior allows you to personalize the customer experience, leading to better engagement and stronger relationships. With a digital transformation on the books, companies can expect to gain even more insight from their existing and incoming customer data.
In a recent report from McGee-Smith Analytics, How the Accelerating Convergence of CRM and Contact Centers is Driving Better CX, you can read more about:
- How a more efficient call-center software can change your whole approach to customer service
- Why an effective workforce management tool is so important
- The many ways a digital transformation can improve your relationship with your customers