Opportunities in Customer Care Services

Customer relationship Management CRM is a tool for servicing the consumer. The concept of CRM is two fold. It is a strategy that aims at creating customers for life and tries to secure a share of the mind thereby, creating market share and a share of the wallet for the organization. On the other hand, it is largely technology driven. The concept of CRM emphasizes on building customer bonds. Here, customers would mean everyone who has dealing with the company, including stake holders’ support etc.

The term customer relationship management emerged in the information technology (IT) vendor community and practitioner community in the mid 1990s. It is often used to describe technology based customer solutions such as sales force automation.

From a strategic viewpoint CRM is not simply an IT solution that is used to acquire and grow a customer base; it involves a profound synthesis of strategic vision; a corporate understanding of the nature of customer value in a multi channel environment; the utilization of the appropriate information management and CRM applications and high quality operations fulfillment and service.

Customer Relationship

CRM is a tool for servicing the consumer. The concept of CRM is two fold. It is a strategy that aims at creating customers for life and tries to secure a share of the mind thereby, creating market share and a share of the wallet for the organization. On the other hand, it is largely technology driven. The concept of CRM emphasizes on building customer bonds. Here, customers would mean everyone who has a dealing with the company, including stake holders’ support etc.

The term customer relationship management emerged in the information technology (IT) vendor community and practitioner community in the mid 1990s. It is often used to describe technology based customer solutions such as sales force automation.

From a strategic viewpoint CRM is not simply an IT solution that is used to acquire and grow a customer base; it involves a profound synthesis of strategic vision; a corporate understanding of the nature of customer value in a multi channel environment; the utilization of the appropriate information management and CRM applications and high quality operations fulfillment and service.

The customer service industry abounds with opportunities for those with good academic record and impressive communication skills.

Customer first:

Customer acquisition, satisfaction and retention are the three most crucial aspects of any commercial enterprise. As a result, the challenge most companies face is retaining the existing customer base and adding to it. Realizing that customer feedback can make or break a company’s image organizations across a cross section of industries have established dedicated customer service arms over the last decade or so. The surge in the customer service industry with the economic growth, the standard of living of people has also improved. People now look for quality rather than quantity. This new improved attitude has led to the growth of the customer service industry in the last few decades.

Eligibility and roles:

The swelling customer care industry is fast becoming a favorable destination for young job seekers. The eligibility to make it in this industry may range from a graduation degree (in any discipline) to domain specific knowledge (like software, healthcare) if the job demands a fluent communication skills, language skills, listening skills, problem solving skills, professionalism and patience are the biggest parameters for sustainability in this industry.

Usually inducted freshers are imparted training to hone their communication skills followed by a process (domain) specific one.

While higher echelons of an organization take decisions related to the design, development and launch of various products and services it is the customer service professionals who serve as a vital point of contact for customers and consumers. They not only play a key role in maintaining a company’s image, visibility and goodwill on the corporate radar but also add to its business value. Debunking the myth that customer service is only about attending phone calls and doing the graveyard shift is the fact that there is enough scope for progress. Attending calls may be an initial part of the job. But with experience one can graduate to being a voice and accent trainer, process trainer and also a quality analyst.

Types of customer service:

From merely giving information on various products and services to providing your hard core technical assistance on a number of issues, customer service is all pervasive. Some forms of customer services are Customer Support Services, Technical Support Services and (Information Technology) IT Help desk services.

Two other important facets of customer service are sales and marketing. While marketing includes consumer insight- mining to discover what they want, producing a product then pricing it correctly is the final activity of the marketing process.

The customer service industry is not far behind when it comes to scaling the salary gradient too. The remuneration offered to freshers can go up to 2 lacs per annum and for trained professionals it can go up to 15 lacs per annum.

While pay packets are satisfactory it is the hands on experience of handling different types of clients that is even more rewarding.

With globalization bringing organizations all over the world closer and outsourcing being the buzzword recession not withstanding the customer service industry is set to take giant strides. There is long term growth opportunity in this industry. There is great growth momentum that the industry is witnessing. It is creating both a vertical and lateral career opportunities. So if you have a reasonably good academic record and are fortified by people skills, customer service profession has a plethora of options to offer.

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  • To be truthful, I even couldn’t imagine how hard it’s to seek out decent bit of information around the over subject. It took me a few hrs prior to I arrived across your website about Customer Care services. Such a great info for me. Thanks for this. Sales Force Automation Systems