This is Part Four of our CRM series, where we'll present you with key questions regarding Customer Support and Service.

Customer Support and Service

With ACCPAC CRM, you can make the most of every customer interaction, maximizing business opportunities and customer satisfaction. It empowers your organization with critical information to build and support long-term customer satisfaction and loyalty. ACCPAC CRM brings you real-time access to relevant customer data including purchases, call and escalation history, interactions, multiple contacts, support cases, email and documents sent and received, sales opportunities and more.

Ask yourself the following questions:

• Do customer service reps have a clear view into how much much business the client does when they take their calls?
• Are customer issues and complaints getting resolved adequately and in a rapid timeline?
• Are complaining and angry customers the ones that escalates issues to senior management?
• Do clients often complain about poor levels of service/attentiveness?
• How often do you measure customer satisfaction?
• How do you currently track and review all the communications you have with your clients?
• Do you currently have a way of segmenting your clients?
• How many employees are in contact with customers on a daily basis in your organization?

Your customer support department must develop the relationships that create customer loyalty and generate repeat sales. Automated CRM provides customer support teams with the tools to:

• Increase call center efficiency
• Create cross-sell and up-sell opportunities
• Better manage interactions and call escalation
• Deliver higher levels of customer service

Read Part One: Contact Management

Read Part Two: Sales Efficiencies

Read Part Three: Marketing Efforts