Customer service is the backbone to any organization, regardless of which industry your organization currently operates. During the internet boom, customer service took a back seat to technology. Organizations seemingly took their eyes off serving the customers and focused on getting the information, product or service to the end-user faster and cheaper. This approach to business yielded short term results but did not create the sustainability that the organizations might have been used to. As more companies took this approach, organizations had to find a new differentiating factor to separate them from their competition, thus the rebirth of customer service. Bestmagazinearcticles.com states, "With every customer, you should endeavour to go the extra mile for them. A lot of people will be questioning whether it's really worth going to all of this trouble. But just consider that going the extra mile for your customers will turn most of them into profitable lifetime customers."
Customers are Ignoring You
Analytické CRM
English: Screenshot from WebCRM(Team, 2010) In the digital world of e-commerce that we live in; it is imperative that organizations adapt this way of thinking to ensure their success and longevity.
Organizations had to revamp their whole business model and process, because they had to create a relationship with customers that they may never meet. A new model was developed and it is called "CRM". Customer relationship management, or CRM, is a "company-wide business strategy designed to reduce costs and increase profitability by solidifying customer loyalty. CRM brings together information from all data sources within an organization (and where appropriate, from outside the organization) to give one, holistic view of each customer in real time." Most organizations operate, to a certain extent, on the internet and because of that, organizations rarely get the chance to have "face time" with their customers. This makes it really hard for the customer service agent...