Successful CRM Strategy Critical To Improve Customer Service Says

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In today's marketplace where companies struggle to gain the competitive advantage and differentiate themselves, customer service becomes increasingly important, according to a recent article published on, an authoritative online resource for customer relationship management (CRM) professionals. The article, entitled "Emphasizing the 'C' in CRM: Ingredients for Customer Service Success" drives home the point that a customer-centric approach is critical for success and provides actionable steps for CRM professionals to improve customer service in their own organizations.

With many companies today under internal and external pressure to maximize profits, some have lost focus on the customer., a business to business online resource, provides some answers in a recent article written by Phillippe Gaillard, President & CEO of Neocase. The article, "Emphasizing the 'C' in CRM" describes how taking a holistic approach to customer service and CRM strategy can result in increased productivity across the board. is a leading Web site for professionals seeking to improve customer service through CRM strategy adoption. The latest article, provided by Neocase (, adds value to the site for visitors who need specific, applicable information from industry professionals. Says Jim Berkowitz, president and CEO of CRM Mastery, Inc., "Neocase is a true innovator in the customer service industry." recognizes the needs of business professionals and provides news and articles geared towards maximizing CRM implementation.

While many organizations intend to improve customer service through their customer relationship management (CRM) system, Gaillard says that, "all too often for many companies, CRM is predominately focused on Customer Acquisition Management." Established 15 years ago, Neocase is widely recognized as a leader in customer relationship management and this year was selected as a finalist for the 2007 SIIA CODiE Awards, which celebrates outstanding achievement in software, digital information and education technology.

Customer service plays an increasingly important role today, and many organizations have no other way to effectively differentiate themselves other than through their customer relationships. Employing CRM strategy becomes key, and Scott Nelson, VP of Gartner Inc. predicts in his "Ten Secrets of Successful CRM Practitioners" that "through 2008, enterprises that deploy CRM strategies will return at least 25 percent better financial metrics than those that don't." However, a CRM application is no silver bullet for any organization. Gaillard reports that "the key to successful customer serviceā€¦is to adopt a holistic approach that unifies all the different points of customer interaction" ( provides business information, resources and interactive tools that help companies improve their customer relationship management. Expert advice from industry professionals, company profiles and other features make it easy for businesses to learn more about how customer relationships can shape a company's consumer loyalty.


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