CRM Helps Create Layers of Value-Add

A very nice and succinct piece here that touches upon the manner in which businesses into commodity trading and those selling high-value goods can make use of CRM. CRM is now being used by businesses to add to the soft value that a consumer perceives in a transaction apart from the object/service he purchases and the amount he pays for it.

The value-adds act as important differentiators and allow businesses to create space for themselves in competitive scenarios. Product and price differentiation is no longer sufficient to draw in the customers. CRM helps by making sense out of data that is gathered from the customers and the information is used to tailor service around a customer’s likes and dislikes.  The service sector finds it the hardest to do business on quantitative value alone and hence is pressed to come out with innovative value propositions for customers.


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  1. Mark says:

    Great examples in the article. Really back up the point.

    The funny thing is, we have been doing this for a while and it really works. Calling at regular intervals after the sale and checking up on our clients adds tremendous value. The perception (and reality!) is that we care and really are partners.

    I am amazed at how few companies do this. It is the easiest way to build customer loyalty.


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