Using the customer database to provide good customer experiences
By Lior Arussy, President, Strativity Group
SearchCRM.com
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customer database should serve as a repository of information shared by everyone in the organization. So no matter where the customer calls within the organization, everyone is fully informed and the customer does not need to repeat his issue (major dissatisfaction factor). Additionally, the more information you collect about your customer (e.g., birthdays) the more personalized your experience. The more personalization you can factor into the experience, the more loyal your customer will become.
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