CRM makes several promises to its users, including selling more or selling faster, resolving service issues faster or at least quickly, and generating more leads. If you do root cause analysis, however, you can quickly conclude that at least in some cases, you are looking through the wrong end of the telescope. For instance, the best way to resolve service issues is to avoid them in the first place. It’s highly cost-effective and better for raising your profile with your customers. Heading off trouble is beyond the scope of CRM, though.
Loading ...
Sales Kaizen
Posted by: Denis Pombriant December 17, 2014 06:44 PMCRM makes several promises to its users, including selling more or selling faster, resolving service issues faster or at least quickly, and generating more leads. If you do root cause analysis, however, you can quickly conclude that at least in some cases, you are looking through the wrong end of the telescope. For instance, the best way to resolve service issues is to avoid them in the first place. It’s highly cost-effective and better for raising your profile with your customers. Heading off trouble is beyond the scope of CRM, though.