I attended a luncheon at the North Phoenix Chamber of Commerce and the guest speaker talked about "Captivating Your Customers." She asked the following question which I now pose to you: Which is the most important value a customer looks for, Availability, Knowledge, Friendly Service? It's knowledge. Knowledge about who they are, what they want, what you can do for them, how you can give a solution to their problem.
This was pretty interesting to me because she gave an example almost exactly as I had given in last week's blog. Someone ordered a print job from a printer. She called the next day to see the status of the job. The rep that day couldn't find her information. She called the second day and got another sales rep. That person couldn't find her project either. On the third day, third person, same story!
Do you think this person was a happy camper? No, of course not. I'm sure by this point she was pretty discouraged and wondered why she even hired them in the first place.
Now this particular example isn't even an example of product knowledge or anything like that; it's simply knowing who your customers are! I think product/service knowledge follows right behind!
This is just only one more example of how important it is to have a CRM that works for you to be able to have customer information in front of your face in seconds.
