North American Customer Relationship Management (CRM) Developments to 2022
|出版商||Frost & Sullivan||商品編碼||553380|
|出版日期||內容資訊||英文 47 Pages
|北美的顧客關係管理(CRM)市場發展 ∼2022年 North American Customer Relationship Management (CRM) Developments to 2022|
|出版日期: 2017年08月24日||內容資訊: 英文 47 Pages||
Omnichannel Customer Experience (CX), Artificial Intelligence (AI), and the Internet of Things (IoT) Creating Opportunities
Customers are becoming more reliant on computer hardware, software, and services in their lives and work. And while customers have had to become more knowledgeable about the technologies they own, use, and access, there also have been critical changes to the customer support landscape. Meanwhile, today's customers are more anxious and demanding of companies when their applications, products, and tools do not work.
Solving problems for customers is therefore central to successful CRM strategies and providing a quality Customer Experience. Customers will stay loyal to brands and promote them on social media only if products work well and service is superb. But effective customer support can be expensive. Companies have to find solutions that will help not only retain customers, but ideally turn them into “raving fans”, while also keeping costs down.
Providing excellent support has never been more critical for customers and companies. New products, technologies, and channels are improving the Customer Experience but they also create their own issues that require swift and effective resolution. Consequently companies must find innovative ways to provide customer support.
The next-gen mobile-first context-aware AI-driven applications automatically and affordably enable for companies and organizations the “true CRM” of the successful smallest businesses. And not a moment too soon. These CRM tools have become necessities as businesses fight harder to grow market share in a slowly expanding North American economy.
The widening income divide makes careful customer segmentation and offering high value/low cost service make it imperative for businesses to ensure profitability without losing business to competitors. Ongoing cost cutting pressures, whether to lower taxes and, or deliver more services, require government departments to demonstrate high public satisfaction and productivity to justify their budgets.