14
Feb
Multi Channel CRM must rely on automated workflows
In order to be truly effective, multi-channel CRM must rely on an automated business workflow, according to Peter Tanner, CEO of Boomerang.Of course, modern businesses cannot assume that customers want to reach them by phone only, and nor do they. But why give a customer the option of texting or emailing the business when they have a query, if they then have to wait for a call from someone at a call centre?It is all well and good saying, “give customers lots of choice about communication” but why don’t we also improve the method of how we manage those communications?
08:41 /
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