As we add more technology to our lives to meet our business needs, the customer support software system has become increasingly essential. It’s now much more than just a ticketing system! It’s evolved into a vital supply of customer data and information.
Too often, businesses don’t place enough value on building positive relationships with their customers. The term itself, “positive relationship”, is a bit generic and isn’t exactly easy to quantify. This means it’s often a factor many businesses ignore and takes on a lower priority over time.
A new term, customer health, is all about monitoring the customer relationship to ensure it remains in a vibrant state. Because not all businesses are receptive to proactive support or additional conversations, the concept of customer health has evolved because it allows a business to further understand the impact of their interactions.
Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Should CRM extend to all areas of a business, including internal IT teams who don’t interact with customers? Drawing the line of what is and isn’t part of the CRM experience can be difficult.
If you’re a B2B (business-to-business) company and you don’t have Service Level Agreements (SLAs) in place with your customers, you're missing out on an important opportunity to improve customer retention and satisfaction. SLAs are contractually agreed upon terms between a company and their customers that ensures the services provided meet certain thresholds (i.e. uptime, responsiveness, etc.). This can mean guaranteeing servers will have 99.9% uptime for your product or that all customer service inquiries will be responded to within a 24-hour window.
Customer relations are very important to all businesses. Building positive relationship with your customers can do wonders, because customers want to have a positive relationship with you, and if you're lucky they will actively work to maintain it Of course, businesses also put in considerable time and effort into making a relationship rewarding and enriching for both parties. Problems can still arise, but customers are more likely to be patient with businesses that they like and trust. Every interaction a business has with a customer shapes the attitude the customer has towards that business, even if it seems like an inconsequential instance. Businesses can control many aspects of their relationships with customers, but the one thing they cannot control is the customers themselves.
Companies will go to great lengths to find out what customers think about their business. From expensive surveys to focus groups and everything in-between, customer information traditionally isn’t obtained overnight or on a shoestring budget.
In the business world, catch phrases come and go. Remember when “the net” was a thing? Running to your desk to grab a spreadsheet from “the net” was once a common task, but if you told an intern this right now they’d probably just give you a blank look!
The B2B customer is unique and requires a special kind of support strategy. In addition, the metrics that a company uses to measure success are also unique and very important. Utilizing the wrong data can cause a company to miss what it should catch and prioritize unnecessary actions.
If you’re under any doubt about how important customer service is, almost nine out of ten people have stopped doing business with a company due to a poor service experience. Meanwhile, 55 percent of people would willingly spend more money to guarantee superior service. With this information in mind, here are seven tips to sharpen your team's B2B customer service skills so that you deliver the kind of experience people are looking for.
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