Retailers Transform Connected People Into Customer Relationship Agents

Submitted By Microsoft Dynamics

How well do your sales associates and customer service team actually know your customers? Do they approach each customer encounter as a simple stand-alone transaction or as one element in a multi-faceted relationship?

Do your customers shop with you just occasionally, when they happen to be "in the neighborhood"? Or do they visit you first when they shop? Do they keep coming back? What would they say about their experiences with your company in an online review? The answers to such questions are strategic, and they depend on the ability of your frontline people to establish and sustain enduring customer relationships. These people are, after all, the "face" of your business. They directly engage with your customers, they impact customer satisfaction, and they influence your share of the customer's wallet. Why not empower them to be more productive, more engaging, more effective? Why not transform your in-store sales associates and call center representatives into customer relationship agents?

Information technology can help you accomplish this transformation by helping you connect your people to the tools, processes, and information they need to excel in customer interactions. And empowering a legion of customer relationship ambassadors can deliver transformative value to your business.