Category: Customer Service (General)
Published: November 2011
Most firms believe they have a good relationship with their customers. Which is why they are often shocked and hurt when a long-time client suddenly leaves for a competitor.
This is a situation that can be avoided by collecting and acting on feedback via regular customer surveys. A two way flow of information will increase customer retention, improve product and services delivery and significantly impact your bottom line - and it's critical to any continual improvement programme.
This paper suggests ways that customer surveys can be integrated with enterprise applications such as CRM to give a much better understanding of what customers need.
Rating: + 7
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