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When Your Business Goofs, CRM Can Be Your Best Friend
You have to understand the value of the customer to you -- but if you're doing this right, you should also have an idea of what the customer values. Figure that out, tailor your efforts to make amends based on it, and you're on the way to turning a problem into a potential loyalty-builder. You can't do any of this without the knowledge your CRM system should be providing you -- and you can't get that knowledge without really working on CRM before the mistake is made.
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CRM Conference to Showcase the Retail Experience
"Retail channels have evolved over the years to include mobile, tablets and integration with social media platforms," said Michael Hemsey, president of Kobie. "It's well beyond someone liking you as a brand. Now you have to engage with customers and create customer experience management strategies through those channels to differentiate yourself over the long term."
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