The Most Important Role in CRM Projects: His Holiness to the Customer

Customer dissatisfaction is often much more than a simple problem. In this video, I share the tense story between a retail giant and an angry customer that I witnessed in a crowded shopping mall in Istanbul. This story shows us the most important role of CRM and how critical a customer-focused approach is.

This real incident, which I cover in the video, makes us consider the following questions:

- Why is the "call customer service" approach inadequate to resolve a facing complaint?

- Why is it a huge waste of opportunity to redirect a customer to another channel instead of solving a problem they brought to you?

- While you may think you've established omnichannel complaint management, their process is actually "customer-focused"what are the consequences of not installing it?

- Why is it important to try to alleviate the customer's grievance even in situations where it is unfair and to set the corporate standard for winning hearts?

- Even if you install the most advanced technical infrastructure in your CRM projects, the system cannot save you if you have not designed your processes with a "His Excellency Customer" focus. When a customer brings his complaint to you, it is actually a sign of trust and hope in you. Managing this moment correctly reinforces trust and builds long-term loyalty.

‍

Remember, you have an impatient customer waiting to hear from you at every stage and you should never skip feedback.

‍

Try now:  https://win.robosme.com/Register?plan=QuickStarter

‍Robosme: CRM To WIN!

‍