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.
About Joe Taylor Jr.
Joe Taylor Jr. has produced stories about media, technology, entertainment, and personal finance for over 25 years. His work has been featured on NPR, CNBC, Financial Times Television, and ABC News. After launching one of public radio's first successful digital platforms, Joe helped dozens of client companies launch or migrate their online content libraries. Today, Joe serves as a user experience consultant for a variety of Fortune 500 and Inc. 5000 businesses.
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