With each passing customer interaction, the helpdesk and support teams gain additional knowledge about customers and their interaction with your products and services. Using a CRM solution gives you the ability to capture this valuable data. This information can not only be used by the support team, but as it builds up a richer customer profile this means it can also be used by the sales and marketing departments when directing future campaigns and pitching sales.

Using this data to report on customer queries also means you can start to anticipate future enquiries, working out which

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It happens in the best of businesses and services – an unsatisfied customer turns up.  Yet given the current climate you can’t really afford to ignore the unhappy customer. The reason for their dissatisfaction is irrelevant – if you don’t do something you are going to lose business.

Here’s the good news – your CRM solution provides you with a multitude of tools to identify and analyse the problem areas and then to help you provide long-term solutions. What’s more this applies not only to vocal dissatisfaction – those calling your helpdesk and service line – but also the

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