Working with Odoo 11 - Third Edition

Real-world case study – improving customer experience

Now we will take a detailed real-world look at how a CRM system can be implemented to improve customer experience. We begin by looking at the company slogan:

"We make great first impressions last."

Here, we have a slogan that most certainly speaks to the value of customer experience. To make that great first impression and keep it, there are several critical service expectations:

• Orders must be accurate and easy for customers to place
• Orders must be delivered on time
• Quality must be excellent

While listing these customer service goals may seem obvious, explicitly naming your objectives is important when building a CRM system. There is a natural tendency when building a CRM system to ...