|
Wireless CRM is the trademark of a good wireless service provider. CRM stands for Customer Relationship Management and is the new standard for providing excellent customer service. Most wireless companies have integrated their customer service applications with their subscriber database in order to track support incidents per customer, and allow customer service representatives to easily review previous customer service problems, and customer history. Wireless companies can source this CRM information to determine what models of phones are causing the most problems on their networks. They can then use this customer information when recommending phones to their customers and negotiating with wireless phone manufacturers. CRM information can also be used to identify geographical customer trends. If the wireless company is seeing an abnormally high complaint volume from a particular region, they can research what might be causing the problems, where otherwise these problems might not be identified by the wireless company. Customer Service is the foundation of the Wireless Customer Relationship. With wireless number portability now in effect, wireless customers can take their existing wireless phone numbers to other wireless companies. In the past, wireless subscribers have been required to change their phone numbers when switching wireless companies. This has caused many un-satisfied customers to remain with their wireless provider even though they were unhappy with the service because they did not want to change their phone number. Consumers Union (the publisher of Consumer Reports magazine) has a website dedicated to tracking problems with wireless companies. They provide statistics about which wireless companies have the greatest number of complaints. Their website www.escapecellhell.org also contains helpful advice when choosing a wireless phone provider, choosing rate plans, and providing helpful information and tips about wireless number portability problems. Web Design - Small business custom website from EverestWebDesign.com. Rich Christiansen: - Management metaphors at RichChristiansen.com. |
Wireless CRM
