CRM

CRM adoption by service teams is up 3.3% in 2020 vs 2019, but it’s still shockingly low. Only 32% of companies in our survey are using customer relationship management (CRM) software to manage customer data. A CRM can act as the central system of record for your service team (and your whole company). This gives you a single source of truth for your teams, and that’s what service agents need to delight customers. A wealth of data at an agent’s fingertips allows them to anticipate issues, personalize interactions, and delight customers.

CRMs might seem like just a sales tool, but it ensures everyone at your company, across sales, service, and marketing are all plugged into the same system. Everyone gets a complete view of the customer, the emails they’ve received, the deals they’ve been part of, and the issues they have open. If your goal is to deliver a great holistic customer experience having all your customer relationship data in one place - and better yet tying it to your customer service data - enables you to truly have the full picture.