Customer Insights

02 Jul: Putting the Relationships Back in CRM: How to Retain Customers

Customer churn is one of the most painful parts of business. Businesses understand and agree that it’s more cost effective to retain customers than acquire new ones but businesses continue to struggle in sustaining long lasting relationships with their clients.

A recent study from IBM showed that most companies using CRM use it to solely gather transactional information with little focus on relationships. They focus on sales and place very little emphasis on what the “R” in CRM actually stands for.

The same study shows that companies who use data to foster relationships outperform those don’t. As such, it’s not…