Using one small business as an example, it's easy to see how customer relationship management (CRM) tools, powered by marketing automation, can boost customer satisfaction.
A few weeks ago, I was minding my business, parked on the side of the road in Newark, New Jersey - with my family. We were waiting for church to start in about an hour.
A U-Haul truck pulled to the side of the road, so the driver could take a phone call. While pulling over, the truck grazed the side of my car and left the bumper hanging off the car!
Through a neighbor I went to visit a local auto body shop to get my car repaired - and this is where the beauty of customer relationship management (CRM) kicked in.
This is a very simple way that a local auto body shop ensured they kept in touch with customers. But it shows that CRM does not have to be complicated. It can be simple and effective.
There are two other things I learned in observing this auto body shop.
What more could the auto body shop do with their CRM system?
CRM is all about making one customer feel like they are the ONLY special customer. CRM need not be complicated, just effective.
What's the local business in your community who rocks in customer service and is using CRM effectively? Let me know!
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Ramon Ray is Marketing and Technology Evangelist at Infusionsoft and Smallbiztechnology.com. He's a speaker, media pundit, journalist and author. His latest best seller is "The Facebook Guide to Small Business Marketing".
Some of the events Ramon has produced include the Small Business Summit, Small Biz Big Things with Seth Godin and the Small Business Technology Tour. As a speaker, Ramon has presented at the Consumer Electronics Show (CES) in Las Vegas with Guy Kawasaki, SXSW, Inc 500 and more.
As a journalist and freelance writer, Ramon has written for Inc Magazine, OPEN Forum, Entrepreneur.com and Clikz.com. Although Ramon is not a comedian, his audiences find him humorous. Despite no law enforcement experience, he is a graduate of the FBI Citizens Academy. Although Ramon does not know Jim Henson, he loves to do puppet shows in developing countries. See Ramon's full bio on his website.
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