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Common CRM Pitfalls and Misconceptions about Customers

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A collection of interviews by CRM Experts, Zoho customers, and Media on the CRM trends. These interviews were sponsored by Zoho during the recently held CRM Evolution 2011 Conference, New York, USA. [More]
Viewed Times: 1475 Add Date: 04/25/2014  
Despite the plethora of advice about pitfalls and best practices, people still make tons of mistakes, said Scott Rogers (@jayhawkscot) of thinkJar. The clearest evidence is the language companies use when they're trying to describe success with customers. The vast majority of companies are not using the words that show they are focused on the end results of their strategies. They use company-centric words like retention, loyalty, and lifetime value rather than customer-centric words such as experience, satisfaction, and customer centricity. Perception gap between customers and companies What the customer thinks is important is very different than what the company believes the customer thinks is important as IBM discovered in its CRM Study in 2011. The study asked companies why they think customers follow them on social sites. And then they asked customers why they follow companies on social sites. For customers, the most important reasons for following a company in a social space were

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