Summary of Posts: February 24th 2013

CRM is getting much more complex, with so many different aspects needing to be looked at to really have the right data be used. It’s time to take a step back and look at our CRM systems, and see what we can do to make it more efficient, based on our customers’ needs and purchasing history:

  • Research indicates that 50% of Twitter users are active on the social media platform while they are watching TV. This information has far-reaching implications for companies when considering multi-channel engagement. Read more from Ernan Roman.
  • Companies are ramping up their call centers, according to the findings of a recent survey of customer satisfaction. Organizations are realising how important it is that their customers have a positive experience when dealing with their call centers.
  • Companies in the travel sector are struggling to attract return customers and to engender brand loyalty. Airlines and hotels invest large sums in loyalty programs, but a recent study suggests that this may be wasted money.
  • Small and midsize businesses are not having much success integrating their marketing data with their CRM systems. Read more about the findings of a study which surveyed over 300 organizations about their use and opinions of CRM platforms.
  • CRM data needs to be utilized to help answer some key business questions and identify where to set priorities for your sales and marketing team. This is no easy task, though, and certain scoring methods can be employed to increase your company’s success when it comes to interpreting CRM data. David Taber breaks it down.
  • If you want to know the score before the CRM game begins, all you have to do is look at the past plays made by your customers and use that data to estimate what their plays will be in the future.

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