A third of consumers make purchasing decisions based on the level of customer service offered by companies with effective CRM applications. Recent results from a British consumer survey suggest that retailers must do more than institute reward programs to maintain customer loyalty during a recession. Although the latest generation of customer relationship management software makes it easy for companies to track purchases, research indicates that the overall experience matters more than just the accumulation of points or perks.
August 28, 2009
CRM Software Helps Drive Customer Loyalty
About Joe Taylor Jr.Joe Taylor Jr. has covered personal finance and the music business for over two decades. His work has been featured on NPR, CNBC, Financial Times Television, Fox Business, and ABC News. Previously, Joe worked as a marketing and customer service training advisor for three of the country's leading consumer lenders. He recently completed a personal finance book entitled The Rogue Guide to Credit Cards; (Rogue Guide Books, 2012). When not writing about business, Joe serves as a business sales manager for a Fortune 500 technology company.
