You've got to know your customers inside out to know what makes them happy.

Customer service is all about customer experience. Simple. The more entry points into your business the more opportunities to deliver outstanding customer service and make happy, profitable customers.

Here at CPiO we are no different. We apply exactly the same rules to our own customer service and that is why we are in a strong position to help you understand the benefits of initiating a simple CRM strategy in your business to maximum effect. It isn't rocket science, but some companies focus on CRM technology without understanding what it is trying to achieve.

We want to change that. We want CRM to be a simple affair and one that turns you from a 'getting by' kind of business to a real success story.

Can you answer five questions about your customer service?

• How are incoming complaints initiated and dealt with?

• How many possible entry points into your business are there for a customer?

• How do customer service representatives identify and flag a sales opportunity to a sales person?

• Do you hold a knowledge base of solutions to customer questions so that other staff in the business can be as effective and efficient as possible in answering a query?

• What are your key performance indicators to measure how satisfied your customers really are?