Key Role of Technology in Client Retention

by / Tuesday, 26 February 2013 / Published in iCORE, Technology

StandardTechnologyDoes your client feel like a stranger every time they engage in a transaction with you or the ‘customer service’ side of your firm?

Many businesses are being harmed by clueless people in the service industry.

Client retention is the most important factor in the future success of any business, especially small businesses. And the customers’ biggest gripes involve frustration from the service person not remembering their history with that company.

Not only will clients eventually take their business elsewhere, but if one negative experience occurs with a particular company, that client will not show up on their threshold again.

Today’s availability of communicating on social media channels will send a client’s negative report through hyperspace like a wildfire out of control. Before you know it, you’re completely unaware of how many potential clients you might have had, that are now lost.

Larry Augustin,  CEO of SugarCRM, stated, “It’s clear that businesses need to do a far better job of providing each customer-facing professional with the information they need to understand and effectively engage with their customers. Businesses need to make every customer-facing user an instant customer expert.”