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http://www.socialmediatoday.com/content/customer-service-vs-social-crm#sthash.4B28Dd4r.dpuf

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http://www.crmasiasolutions.com/online-business-solutions-articles/6-crm-concepts/76-what-is-crm-basic-concepts-of-crm-solutions.html

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http://smallbusiness.chron.com/customer-service-management-strategies-25157.html

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https://www.surveymonkey.com/mp/6-keys-improving-teams-customer-service-skills/

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What are the main modules in CRM?

Most normal CRM systems are divided into three (but not restricted to) main modules:

Marketing - The Marketing module allows your marketing team to plan both long and short term Marketing related activities within your business.

Sales - The CRM Sales module helps your Sales Managers structure their Sales team processes from presales through to quotations and deal closure. The CRM allows your Sales teams to capture key customer interactions (calls, meetings, emails etc).

Customer Service -

What is involved with CRM

A CRM system involves using a computerized database to track information about a customer, such as his past purchases, his preferences and his contact details. If properly implemented, a CRM system can serve as a powerful tool in maintaining and strengthening client relationships.

what is customer service management(CRM)

Customer relationship management (CRM) refers to practices, strategies and technologies that companies use to monitor and analyze customer interactions and data throughout the customer's life cycle.

Whats the difference between customer service managment and CRM?

What makes customers upset:? She has expectations that have not been met.
He was already upset at someone or something else (his boss, his spouse, his kids, a co-worker, other business).
She's tired, stressed, or frustrated.
He feels like a victim-not much power in his life in general.
She feels that no one will listen to her unless she yells and makes a ruckus.
o He will use any excuse to prove he is right, whether he is or not.
o She walks around with a chip on her shoulder-nothing is right in her life.
o You or someone in your organization promised him something that was not delivered.
o You or someone in your organization was indifferent, rude, or discourteous to her.
o He was told one thing by one staff member and something else by another.
o She acted on something told her by a staff member and it was wrong.
o He feels you or someone else in your organization had an unpleasant attitude toward him.
o She doesn't feel she was listened to.
o Prejudices-he may not like your hair, clothes, makeup, etc.
o She feels she can manipulate you to get what she wants if she makes a lot of noise.
o He's suspicious of your organization and thinks your organization or you are dishonest.
o She made a wrong assumption about what your organization would do for her.
He was told he has no right to be angry.
o She was given a smart or flip reply.
o He was transferred on the phone without his consent.
o She was screened on the telephone.
o He is embarrassed at doing something incorrectly.
o Her integrity or honesty has been questioned.
o You or someone in your organization argued with him.
o You don't have enough job training to handle their situation quickly and accurately.

http://www.rebeccamorgan.com/articles/cs/cs4.html

What should good costumer service management look like?

1. Strengthen your customer service skills

Empathy, patience and consistency.

Adaptability. Every customer is different, and some may even seem to change week-to-week.

Clear communication. Ensure you convey to customers exactly what you mean.

Work ethic. Customers appreciate a rep who will see their problem through to its resolution.

Knowledge. Ultimately your customers rely on you for their knowledge of your product.

2. Look at every touchpoint

A bad customer experience at any point in the customer lifecycle can ruin your relationship. In addition to making sure the right skills are demonstrated, you need to be sure they’re being demonstrated consistently.

3. Improve your customer interactions

Ask reps to try to identify a common ground–like shared interests–with the people they help.

Practice active listening so your customers feel heard. Clarify and rephrase what the customers say to ensure you understand them.

Admit your mistakes, even if you discover them before your customers do. This builds trust and restores confidence.

Follow-up after a problem is solved. Make sure the issue stays fixed and that your customers were satisfied with the service.

Whats the difference between customer service managment and CRM?

Customer Service is the interaction between a customer and the company, usually via traditional channels like phone or email. Usually the customer will have an issue or some sort of request that needs resolving.  The person could be a prospective or current customer.

CRM is the strategic process implemented to maintain and retain the customer long term.  This relationship development process is designed to improve customer retention rates, thus reducing churn, increasing profitability and reducing the need to focus so heavily on new business for revenue growth.

# data[].attributes.body
What is involved with CRM

A CRM system involves using a computerized database to track information about a customer, such as his past purchases, his preferences and his contact details. If properly implemented, a CRM system can serve as a powerful tool in maintaining and strengthening client relationships.

# data[].attributes.body
What should good costumer service management look like?

1. Strengthen your customer service skills

Empathy, patience and consistency.

Adaptability. Every customer is different, and some may even seem to change week-to-week.

Clear communication. Ensure you convey to customers exactly what you mean.

Work ethic. Customers appreciate a rep who will see their problem through to its resolution.

Knowledge. Ultimately your customers rely on you for their knowledge of your product.

2. Look at every touchpoint

A bad customer experience at any point in the customer lifecycle can ruin your relationship. In addition to making sure the right skills are demonstrated, you need to be sure they’re being demonstrated consistently.

3. Improve your customer interactions

Ask reps to try to identify a common ground–like shared interests–with the people they help.

Practice active listening so your customers feel heard. Clarify and rephrase what the customers say to ensure you understand them.

Admit your mistakes, even if you discover them before your customers do. This builds trust and restores confidence.

Follow-up after a problem is solved. Make sure the issue stays fixed and that your customers were satisfied with the service.

# data[].attributes.body
what is customer service management(CRM)

Customer relationship management (CRM) refers to practices, strategies and technologies that companies use to monitor and analyze customer interactions and data throughout the customer's life cycle.

Whats the difference between customer service managment and CRM?

Customer Service is the interaction between a customer and the company, usually via traditional channels like phone or email. Usually the customer will have an issue or some sort of request that needs resolving.  The person could be a prospective or current customer.

CRM is the strategic process implemented to maintain and retain the customer long term.  This relationship development process is designed to improve customer retention rates, thus reducing churn, increasing profitability and reducing the need to focus so heavily on new business for revenue growth.

# data[].attributes.body
What makes customers upset:? She has expectations that have not been met.
He was already upset at someone or something else (his boss, his spouse, his kids, a co-worker, other business).
She's tired, stressed, or frustrated.
He feels like a victim-not much power in his life in general.
She feels that no one will listen to her unless she yells and makes a ruckus.
o He will use any excuse to prove he is right, whether he is or not.
o She walks around with a chip on her shoulder-nothing is right in her life.
o You or someone in your organization promised him something that was not delivered.
o You or someone in your organization was indifferent, rude, or discourteous to her.
o He was told one thing by one staff member and something else by another.
o She acted on something told her by a staff member and it was wrong.
o He feels you or someone else in your organization had an unpleasant attitude toward him.
o She doesn't feel she was listened to.
o Prejudices-he may not like your hair, clothes, makeup, etc.
o She feels she can manipulate you to get what she wants if she makes a lot of noise.
o He's suspicious of your organization and thinks your organization or you are dishonest.
o She made a wrong assumption about what your organization would do for her.
He was told he has no right to be angry.
o She was given a smart or flip reply.
o He was transferred on the phone without his consent.
o She was screened on the telephone.
o He is embarrassed at doing something incorrectly.
o Her integrity or honesty has been questioned.
o You or someone in your organization argued with him.
o You don't have enough job training to handle their situation quickly and accurately.

http://www.rebeccamorgan.com/articles/cs/cs4.html

# data[].attributes.body
What are the main modules in CRM?

Most normal CRM systems are divided into three (but not restricted to) main modules:

Marketing - The Marketing module allows your marketing team to plan both long and short term Marketing related activities within your business.

Sales - The CRM Sales module helps your Sales Managers structure their Sales team processes from presales through to quotations and deal closure. The CRM allows your Sales teams to capture key customer interactions (calls, meetings, emails etc).

Customer Service - A CRM allows you to effectively manage your company’s customer support capability. This too can be customized to suit your business process and help you to provide what is stated in your Warranty based services, thus avoiding SLA (Service Level Agreement) non conformance issues.