According to “Think Round,” by Martha Pease, 90% of most organizations’ staff do not touch a customer, however, they strongly influence the customer experience.
In our previous video, we talked about how CRM helps store and benefit your customer-facing staff in sales, marketing, and service areas. Today we’ll dive into how that same Voice of the Customer information can benefit people who don’t directly touch the customer:
It's about more than just communication preferences and data you're already collecting. Watch a 90 second video to learn how to leverage CRM and CRM processes to provide additional value to your customers through better marketing strategies, service strategies, and all other customer touchpoints: