Terms like client service, CRM and also customer experience have been found to be used interchangeably. They have been found to be implying varied kind of concepts and also roles within a company. As we move further, it is also noticed that also an executive working in a company also develops greater opportunities for taking the lead in client engagement while strengthening their status and career both. These are some of the major differences and also set them apart from others.
It is believed that when client service is discussed, it comprises of contact handling apart from carrying out successful execution of client transactions. This is also known as the complaint department and can be profitable in nature in different ways. Research proves that keeping track of the complaint or taking care of complaints is nearly two to five times as compared to handling the contact alone.
As we move further, it has been found that strategic client service enjoys the capability to review basic service contacts, transactions and comprises of other relevant activities.
- Collecting Voice of the Customer (VOC) information, measuring revenue cost of inaction and also inputting VOC into different other departments.
- Strategic customer service also permits you to emerge as an internal consultant to the remaining functions of the firm.
- Developing customer engagement through microbursts of emotional connection
- Offering extra value
Customer Relationship Management (CRM) has been viewed as a software system. The impact moves far beyond software and also comprises of –
- Keeping track and management of client purchases apart from contact at significant touch points comprising of phone, email, chat and social media.
- Client history and categorized details is offered to client service reps for identifying the most relevant sales offers and easy management of sales process.
- Reviewing the clients either by email or phone after the initial contact has been done. The results are placed in the database by the sales rep.
Although, client history has been found to be guiding the different sales processes, but still reactive in nature.
Client experience has potential to expand the old CRM activity across the client lifetime. It makes use of technology to –
- Finding for opportunities for the firm to emerge as proactive.
- Strengthening of ‘voice of client’ initiatives for including events and initiatives that client does not communicate with.
- Developing online communities with the aim to offer support, content and increase the engagement levels for collecting ideas from client base.
- Select prospects based on unpleasant experiences and requirements.
It has been found that the client experience function needs more high quality analytical capability along with linkage to CRM tool.
The article is also available at http://www.basearticles.com/Article/14169/Understanding-difference-between-customer-service-CRM-customer-experience.html
It is believed that when client service is discussed, it comprises of contact handling apart from carrying out successful execution of client transactions. This is also known as the complaint department and can be profitable in nature in different ways. Research proves that keeping track of the complaint or taking care of complaints is nearly two to five times as compared to handling the contact alone.
- Collecting Voice of the Customer (VOC) information, measuring revenue cost of inaction and also inputting VOC into different other departments.
- Strategic customer service also permits you to emerge as an internal consultant to the remaining functions of the firm.
- Developing customer engagement through microbursts of emotional connection
- Offering extra value
Customer Relationship Management (CRM) has been viewed as a software system. The impact moves far beyond software and also comprises of –
- Keeping track and management of client purchases apart from contact at significant touch points comprising of phone, email, chat and social media.
- Client history and categorized details is offered to client service reps for identifying the most relevant sales offers and easy management of sales process.
- Reviewing the clients either by email or phone after the initial contact has been done. The results are placed in the database by the sales rep.
Although, client history has been found to be guiding the different sales processes, but still reactive in nature.
Client experience has potential to expand the old CRM activity across the client lifetime. It makes use of technology to –
- Finding for opportunities for the firm to emerge as proactive.
- Strengthening of ‘voice of client’ initiatives for including events and initiatives that client does not communicate with.
- Developing online communities with the aim to offer support, content and increase the engagement levels for collecting ideas from client base.
- Select prospects based on unpleasant experiences and requirements.
It has been found that the client experience function needs more high quality analytical capability along with linkage to CRM tool.
The article is also available at http://www.basearticles.com/Article/14169/Understanding-difference-between-customer-service-CRM-customer-experience.html
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