Recent trends in Customer Relationship Management

The most important term in the world of marketing is “customer”. In order to keep your organisation going up you must be aware of what the customer wants to have and should act accordingly. But the needs and demands are hanging by a thread and it is difficult to point out exactly where the changes will occur, there are a number of strategies which try to predict the needs and changes that can be expected with regards to Customer Relations Management In the past few years we have witnessed a dramatic shift in how customer care is given by the companies. Customer Relationship management is a key for your company to set up a correctly identified target customer and help to aim at your the right audience. A timely action should be taken to solve the issues is the performance hotspot.

With the fast progression of technology we have settled down in an era called Generation Y.  This Gen Y customers demand multiple interaction media beyond the phone. They want to interact with the companies via Web chat, smart phone apps and social media platforms rather than making phone calls. You can let the customers know what kind of service you are giving them. It can be in a form of a newsletter mailed to the customers, or it may be more an informal phone call. If you do not refer to all the stuffs you are doing for them, the customers may not understand. Customers also like seeking out information relevant to the product before making a purchase or taking any benefits. They have always been tethered to technology, so it is up to organizations to meet them where they’re at in terms of technological expectations. Your customer care agents must be accessible 24/, this is a way to improve your customer engagement easily with this generation. Those organizations have tailored their recruiting and training practices to serve these customers. Web chat communications systems are highlighted now a day as a possible remedy to end user dissatisfaction, as customers are increasingly expecting seamless interaction with the service centre across many channels. Apart from this the integration with social media applications emerging ‘social CRM’ applications allows the companies to connect with customers. A regular conversation and relationship with consumer across social networking websites are into the Customer Relationship Maintenance process. Customer assistance via Social media is becoming more ready willing and able. Social media can also be a low cost way to improve consumer assistance options for companies. With the emergence of the Generation Y customers are more willing say their problem on to social media rather than phoning to a call centre. More companies are now building online platforms and communities for customer assistance which more and more coming along with other Customer Relationship Maintenance processes.

Increasingly Customer Relationship management is going on the surface of the sales and marketing areas. The view of a user is getting most to develop the service. Customer Relationship management program enables one to get an idea of team motivation and customer handling