Customer Relationship Management (CRM) platforms, designed to facilitate the organization of information and interactions with current and future clients, have revolutionized the way businesses sell, market, and service their product offerings. What were once relatively uniform sales, marketing, or service initiatives with little room for differentiation are now customizable and targeted outreaches catering to a customer’s unique situation and needs thanks to the insights such solutions provide. But while extremely powerful, CRM platforms have yet to
fully address the struggles enterprises face specifically as it relates to the interactions themselves. In fact, 60% of customer needs fail to be resolved on the first call, primarily due to representatives lacking quick, easy, and relevant access to the very information CRMs so effectively manage. The problem? Businesses have perfected customer data management but have yet to perfect its use when it matters most – at the point of the interaction.