As Competition Gets Tougher, Customer Satisfaction Becomes Critical

In the current era of mobile technology and entertainment options, consumers can watch nearly any program, on any device, at any time.  The cable and satellite companies are working feverishly to attract new customers and maintain relationships with advertisers and content providers.  The entertainment industry is only getting tougher, which is why customer satisfaction is so important.

It has never been easier for customers to hop from one provider to another in the search for better service at better prices, in addition to getting the entertainment that they want, how they want it.  Customers switch carriers as often as they switch smartphones and move just as quickly from one cable or satellite provider to another.  Why all this constant switching?  Customers aren’t getting what they want and they are unsatisfied by the weak customer service that they receive when they try to get help.

If you want to attract more customers and keep the ones that you have, then it’s time to take customer service to a whole new level with a customer relationship management (CRM) solution.  You can manage the entire sales process, call centers, marketing and advertising, tap into social networks, and deliver better customer service with an integrated CRM solution.  Though you may have hundreds or thousands of customers, you can still profile and target your customers to improve sales and customer service.  You can create effective marketing campaigns to attract new customers, then optimize cross-sales or up-sales based on customer needs.

An integrated CRM solution puts all of the customer data in one spot, making it easier for any sales or customer service representative to respond quickly to each customer inquiry.  Tracking customer interactions through your call centers, website, or social networks provides valuable information that you can use to identify trends in customer behavior.  Learn what your customers want and pursue the advertisers, content providers, or products and services that can satisfy customer demands.

Customers are looking for good entertainment and good customer service and they are not afraid to move from one provider to another until they get it. AKA Enterprise Solutions’ media team for more information about using CRM to engage customers and improve customer satisfaction in this highly competitive marketplace.

By | 2018-07-06T17:50:04+00:00 May 27th, 2014|Customer Experience/Service|0 Comments
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Contributor: Adolfo Ramirez

As AKA's Media Practice Lead for more than a decade, Adolfo is an experienced consultant and project manager with a history of successful CRM and ERP projects across media and other industries. With 17 years of experience working with the Microsoft business platform, he is responsible for leading his team in designing, building, and implementing solutions that help media companies drive value.

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