Technology and Business Assessment: Implementing a CRM Tool.

The Vice President of my department decided to step back and ask the question, how do our customers perceive the organization and are we meeting their needs? It's a proven fact that it costs 10 times as much to bring in a new customer as it does to retain one and that the perception a customer has of a company is based on their experiences with people from the company. Client Services Representatives (CSR) are the …

…to look for a complete complement of solutions from our call center. The CRM tool will help my organization become more customer-focused and stay that way. I believe, along with senior management, that this tool that will help us better understand our customers' behavior so that we can improve our knowledge of them. Improved knowledge can improve the customer experience that we provide. And, with better experiences, come higher satisfaction, greater loyalty, and more profitability.