Develop a one-page overview of what you might imagine a CRM system will look like in 10 years?

The Future of Customer Service and Relationships

After the past six weeks, you should have developed a solid understanding of what makes a great customer relationship process. Two consistently made points are the importance of (1) spreading the CRM approach throughout the organization and (2) treating the customers as individuals. This week we’ll look at some recommendations from bloggers who focus on CRM and customer service topics. Where should companies place their emphasis? The first link includes the first set of 2013 recommendations to improve customer service. You may note that the title refers to customer service, but the Webpage content is about CRM!

Article: Customer Service Recommendations For 2013

 (Links to an external site.)

Links to an external site.

Take a look at recommendations another blogger made for 2012. Do you think they’re still relevant?

Article: Service 2020: Customer Service Megatrends for the Decade Ahead

 (Links to an external site.)

Links to an external site.

And finally, I think all of us would agree, especially after reading the Oracle report last week, that social media will play an increasing role in CRM. You’ll note in the following reading this is especially true among 18-24-year-olds. This reading also refers frequently to social care. This term describes customers who look for customer service over social media such as Facebook, twitter or over cell phones. This article provides good insight into the future of CRM. How will companies manage this? How might they track a growing number of comments and questions showing up in an increasing number of social media?

Article: NM-Incite-Report-The-State-of-Social-Customer-Service-2012

Summary

As a result of this course, you will hopefully have a more critical eye toward customer interactions, both personally and from a business perspective. If you’re interested in learning more about customer service or want to take more specific ideas back to the workplace, I recommend spending more time with some of the resources we used in this course, especially Customer Service for Dummies!