How CRM applications increasing sells (Part 7)

Problem of Internal communications 

Perhaps the most overlooked "pain" that a salesperson deals with on a regular basis is related to misinformation. Consider the situation in which a salesperson calls upon a current customer in the effort to encourage a repeat sale. However, without knowing the historical background on this current customer, the salesperson may unknowingly step into a bad situation. The customer, for example may have recently called with a support problem. Furthermore, he/she may have other product issues that would reduce the likelihood of an additional purchase. The pain stems from a lack of information which caused a miscue within a sales opportunity.
The result?  An angry customer and an unsuccessful selling attempt which wasted time.

CRM solve internal communications Problem

In this scenario, an enterprise-wide CRM solution would have allowed the sales person to view the historical information on the customer PRIOR to making the sales call. For example: CRM APPLICATION maintains comprehensive customer service information for each record. If a customer calls into support regarding a particular product, the service representative can enter details regarding the nature of the call. From that point forward, others can view this detailed information and get any needed information regarding the history of the customer.