In all businesses, keeping customers satisfied means keeping them loyal, and that in itself is a competitive advantage. Part of providing excellent customer service is managing their feedback and complaints. Oftentimes, however, this is easier said than done. We think we are “in touch” with the customer—understanding what they want and need and are experiencing with us—but then we are faced with the reality that we are off base…sometimes too late. It is important to have a full understanding of exactly where your customers stand so you can build that data into your organization’s strategy and build upon it, ensuring you keep those customers satisfied and coming back.

Going well beyond CRM, Pinacc’s Respond, is technology that uses customer feedback to expose possible issues and provides insights you can use to drive product, service and process improvements.