Posted On November 27, 2011 at 8:01 pm in Customer Satisfaction
The idea of a customer satisfaction survey is to try and find out how your customers perceive your business and how they see the level of service that you offer. If you don’t already use some sort of customer satisfaction survey, it is suggested that you start immediately. When you design your customer satisfaction survey make sure that it’s not too long. 10 or 12 questions are sufficient. When you write your questions make sure that they are easy to understand and have simple grading system with tick boxes from “excellent” through to “good” to “average” to “poor.”
What you can get a very complex customer satisfaction survey forms and have designed by a specialist company, just remember what you’re after is what your customers think of your service and your business. If you send out 100 survey forms and 65 are returned and all the service questions are marked as “poor” you have a problem which needs to be addressed quickly.
Print the forms so it looks professional and make it easy for them to complete it and return to you. Alternatively, you can ask your customers and clients to complete a survey form when they are on your site. To get ideas for questions, visit your competition and grabbed one of their survey forms and compare it with yours. You should be looking for ways to improve your questions constantly. This means that you shouldn’t go and print reams and reams of questionnaires in case you want to change it.
The questions you can ask need to be chosen so that you can respond to the result. For example, “What is your opinion on the appearance of our business?” Check one box Excellent, Good, Average, Poor. Obviously, if several survey forms are returned and a number of people have checked Average or Poor, you need to have a close look, from an outsider’s point of view at your premises.
Using the same sort of check boxes you can ask questions like, “How would you rate our customer service?” “What is your opinion of our pricing?” “How would you rate the appearance of the staff?” “How do you rate our range of products?”
At the bottom of the survey you can ask questions like, “What did you like best about our business?” “What did you like least about our business?” And “Do you have any suggestions for improving our business?”
You can also post the questionnaire on your website but generally speaking the response rate is fairly low. People seem to respond better to questionnaires if they are asked direct questions or if they complete a simple form.
Posted by rundevilrun · Tags: Customer, Design, Design Satisfaction, satisfaction, Satisfaction Customer, Survey · No Comments »
Posted On November 24, 2011 at 7:07 am in Customer Satisfaction
CRM is an abbreviation of the term “customer relationship management.” CRM is the common term used to describe the management of prospects throughout the sales process. The CRM software can not only organize customer information, but also provides a means to track sales leads and opportunities from the moment they are up to when the sale is closed. It is an approach widely applied in the management of a business interaction with customers and sales prospects. It’s about using technology to organize and synchronize business processes, mainly sales activities, but also marketing processes, customer service and technical support. The general objectives are to identify, attract and capture new customers, and retain the existing ones and encourage former customers to get back with the company. It describes a business strategy across the enterprise, including the departments of interaction with the customer and other customer relationships departments. Measuring is essential for the implementation of this strategy.
CRM is often an information system that can be manipulated manually, as a token system or an automated computer system. It is software designed for managing customer relationships (CRM), which can be mounted directly to a computer or a web-based system, available only online. CRM systems are helpful and useful in the management of the entire customer details like names, phone numbers, residences and purchase history. Other applications include appointments, calendar reminder times and sales related activities. CRM as the system can be for a single user or multiple users to access customer accounts. Technology and the Internet have changed the way organizations and enter[rises approach CRM strategies because the technological developments has also brought a change in the buying behavior of a customer. and propose new ways for the organization to communicate with the clients and collect data on them.
With every new step taken in the field of the technology specially the conception of self-service channels like the Internet and smart phones, relationships with clients are electronically controlled. Many aspects of CRM are based largely on technology. But the strategies of a better CRM system will collect manage and link data and information regarding the client, in order to help you market and sell services more effectively.
Revenue increases, improved customer satisfaction, and significant savings are benefits for the company. Proponents say the technology should be undertaken only as part of a careful strategic and operational planning.
The biggest challenges that a CRM may have is poor usability. With an interface difficult for a user to navigate, the implementation may be not quite complete or might be fragmented. But some thoughtful developments can help in avoiding many challenges in the use and implementation of a system for managing relationships with customers. With the transition to competition and the increasing dependence of companies using a CRM system, software development becomes more important as it used to be. Technical communicators ha to play an important part in the development of software. That can be used and easy to navigate.
Posted by rundevilrun · Tags: Customer, Customer Management, management, relationship, System, System Customer · No Comments »