Tuesday, April 28, 2009

10 ways the Customer Management Center Supports CRM and Relationship Marketing

One of the major challenges in agribusinss comes in the form of "Channel Conflict"

When the phrase "integrated direct marketing" first appeared in agribusiness (and I think this observation applies to multiple B2B scenarios) the word people honed in on was "direct."

Making effective use of the call center elevates your customer management efforts and can build, strengthen, fortify and fight off attacks against a relationship with you customers.
Traditionally customer managment centers are used :to manage incoming calls for assistance or information, or out-going account management efforts, or out-going specific purpose calls,  or incoming complaint resolution .  
Here are a few proven ways your representatives who deal with your customers by phone can support your customer relationship efforts and demonstrate that your organization does have a" value-orientation."

10 Ways Your Customer management Center Supports

Relationship Marketing

1. Doing research

2. Assisting with planning

3. Leveraging and supporting the field sales force

4. Leveraging and supporting a dealer channel

5. Functioning as a standalone sales channel

6. Improving productivity

7. Acquiring new customers

8. Assimilating new customers

9. Cultivating existing customers

10. Managing special events for our customers in conjunction with our channel partners


The telephone grows ever more powerful as a tool with which to build relationships: if relationships and customer management are the intended result and what is managed in those call centers.

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