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Why Should I Care About CRM?
"Businesses have to put customer service where it counts. Imagine going into a physical shop and not finding any sales assistants around to help you," says Mike Barretto, a Munich-based e-CRM leader working at IconMedialab. "I recently tried to purchase a record at an online shop, but I couldn't find any track listings for the record that I wanted. Since I also could not find any customer support (i.e. where do I find track listings?), I left the site. This particular online shop lost my business there and then. What would any other customer do in this circumstance? They'd surf over to the nearest competitor, and this is much easier to do in the online world than in the physical world." The bottom line is that if you focus only on acquiring as many new customers as possible — at the expense of properly serving your customers over time — you might find your customers quickly moving on to your competition when they are not completely satisfied with your offerings. Please login/register to read the entire article.
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