How to Maximize CRM Productivity: The small business guide to unlocking efficiencies and the full value of your CRM

It’s no secret that we’re in the age of the customer. Expectations are higher than ever, with customers expecting companies to understand their needs and offer highly personalized experiences. And they look for the same level of personalization, whether they interact with a large company or a small one.

Just how different is this new landscape from past ones, where one-size-fits-all engagement, expensive marketing campaigns and faceless advertising blitzes were standard? Take a look at some of the numbers from the Sixth Edition of the State of the Connected Customer report:

80% of consumers say that the experience a company provides is as important as its products
or services
65% expect companies to companies to adapt to their changing needs/preferences
53% expect companies to anticipate their needs
77% of customers expect to interact with someone immediately when they contact a company

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Datum: 1.8.2018

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