In examining airplane crashes, investigators often discover that it’s not one thing that causes the disaster. It’s a chain of interrelated things that go wrong: A mechanical failure or weather event can elicit the wrong reaction from the pilot, which worsens the initial problem and starts a sequence of events that can end very badly. The same is true of customer service meltdowns. Often, they are not failures of CRM exclusively — they result from weaknesses throughout the organization that trigger a chain of events that can lead to a disaster.
This is a good piece and talks about the gist of everything that is needed from customer service systems today. Even though we have more remote services than kiosks, these are the exact problems that can be translated into what marketing automation and CRM systems face today. Customer Service is extremely important, and needs a lot of dedication to be performed effectively. Lack of communication between sales and marketing departments make up for the largest chuck of customer service related problems - when employees of a company themselves are not updated on everything. A good solution for this would be a product like Agile CRM - something that integrates CRM with marketing automation and social suite, providing efficient customer service.
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Stopping the Customer Service Disaster Cascade
Posted by: Christopher J. Bucholtz December 23, 2013 05:00 AMIn examining airplane crashes, investigators often discover that it’s not one thing that causes the disaster. It’s a chain of interrelated things that go wrong: A mechanical failure or weather event can elicit the wrong reaction from the pilot, which worsens the initial problem and starts a sequence of events that can end very badly. The same is true of customer service meltdowns. Often, they are not failures of CRM exclusively — they result from weaknesses throughout the organization that trigger a chain of events that can lead to a disaster.