Using Technology to Manage Customer Relationships: Is Facial Recognition a Step too Far?

By the DynaSis Team

Recently, Businessweek.com ran an article about a facial recognition software solution that retailers can use to determine the moods of their customers. They can then act on that information; for example, if customers appear angry or upset, they could send more staff out, perhaps with samples.

This struck as a pretty futuristic use of technology for customer relations management. It also got us to thinking about other technologies that our customers use to manage and enhance customer relations―and customer service. We thought this might be an appropriate week to mention a few of our favorites.

Using technology to manage and foster customer relationships can be a very effective tool for companies in a competitive landscape, especially when they take the time to select the right solution and then ensure their employees know how to use it. A few examples include:

• Predict Demand: Deploy software that tracks and analyzes orders to predict when a customer might want to buy more of something. The salesman can then reach out in advance of the predicted need.
• Impress Customers by Keeping Track of Dates: Products like customer relations management (CRM) software such as Salesforce help sales and service personnel keep tabs on everything from customers’ birthdays and anniversaries to follow-up dates for order completion, satisfaction surveys, and more.
• Preference Analysis: Business intelligence tools can analyze data collected from the customer and his or her order history to determine their preferences and buying patterns and reach out to them with special offers.
• Service Automation: Some customers love to be able to service themselves, such as checking up on the status of orders. Making this type of information available on your site also reduces labor expense.
• Workforce Productivity: Encourage staff to think outside the box and come up with new and creative ways to use mobile and remote technologies to stay in touch with customers.
• Unified Communications: Unified communications (UC), which store and aggregate a variety of contact methods, can help service customers in two ways. Telephony-based UC can follow a salesperson or other employee and help customers (as well as other company staff) find them no matter where they are―or what device can reach them. Another type of UC aggregates and tracks the information stream from a customer, whether it is via phone message, email, or other mechanism, so that sales personnel and others who interact with the customer know everything they have asked or requested.

If you’re interested in enhancing your customer relationships through technology, the virtual CIOS at DynaSis would be happy to help you explore the possibilities. To start a discussion about how to achieve these goals cost-effectively, with minimal effort and oversight on your part, fill out our inquiry form or give us a call.