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 written 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 helping to launch one of public radio's first successful digital platforms, Joe now serves as a customer service, communications, and user experience consultant for a variety of Fortune 500 and Inc. 500 companies.