Chapter 8. Linking Your Customers to Your SugarCRM
Surely, the most important goal of any CRM system is to make your customers feel positive about your company and to make them feel that exciting things are happening at your company, such as the following:
That the employees they are in contact with are caring and well-informed
That new and better information systems are coming into place
That your company is responsive to product and service issues, and cares about its customers
Limiting CRM system access to only the employees of a business will certainly affect the first of the aforementioned items positively, but not necessarily the other items. To really improve a customer's perception of your organization, one of the biggest improvements you can make is to allow customers to interact almost directly with your CRM system. Some of the activities that make this possible are as follows:
Capturing customer leads and requests for information from the public website directly within the CRM system...
