There is a lot of hype about CRM and Gartner forecasts that adoption of Software as a Service (SaaS) CRM would reach 80-85% by 2025. Although the industry seems to acclaim the usefulness of CRM, questions still hover in our minds. What is actually a CRM? How does it work? What does it mean to the business? Is it really necessary? These are some of the questions that often intrigue us. Is all the hype worth it? Is it worth for money? Let’s deal with these questions to make the concepts clearer.
The very words “Contact Center” mean that customers are definitely going to interact with your company to meet their needs. It could be for any number of reasons such as advice on how to run a program, guidance on applying for credit cards and the like. Through each and every such communication, businesses stand to gain when they make a personal connect.