ContactCRM™
 
To become a successful business, either online or offline, companies need to connect with their customers, respond quickly to their experiences, and act on their needs. Challenged by increasing customer acquisition costs as well as increasing competition, it becomes imperative for companies not only to retain customers but also to turn them into advocates.
 
CRM Metrix has responded to this growing need by developing "EzViews ContactCRM", a real-time customer feedback platform that operates as a stand-alone application or is integrated into existing CRM platforms. It allows businesses to connect with both online and offline customers every time they interact with the organization through customized electronic surveys. The EzViews Digital Radar platform provides customer feedback in real time with actionable information that empowers companies to deliver personalized service which then builds customer loyalty and advocacy. With this solution in place, leading organizations can begin answering the following questions:
 
> Why do customers contact our company most often?
> How well are customer needs being met through customer service?
> What do customers enjoy most/least about our products/services?
> What would encourage customers to generate positive/negative buzz?
 

Through developing a heightened awareness of specific customer needs and preferences through contextual, permission based web surveying, organizations will see critical metrics such as conversion rates, retention rates and brand affinity improve while customer service costs are reduced as dependencies on offline channels for customer intelligence gathering are reduced. This streamlined approach to data gathering and analysis provides a singular, multi-channel view of the customer.