FXCM’s tremendous success can be attributed to its iron focus on customer service

, Forex Capital Markets (FXCM) has grown into one of the largest currency trading firms in the world by offering traders direct access to this dynamic, global market. The company now boasts 90,000 accounts in 199 countries and an average International buying and selling of global currencies comprises the largest and most liquid market in the monthly trading volume that exceeds $200 billion.

FXCM’s tremendous success can be attributed to its iron focus on customer service. The company delivers customer support 24/7 with native speakers in more than 20 languages from six offices worldwide. All customer interactions are managed using Salesforce CRM SFA and Salesforce CRM Call Center.

“The entire life of a client, from when he is considering FXCM to when he wants his last penny returned to him is managed entirely on the Salesforce CRM platform,” said Nicole Viscome, director of project management at FXCM. “We’re a global operation so a client could call at any time. Salesforce CRM allows us to house all client information in one centralized location so that we can resolve issues quickly and keep customers happy.”

Early in FXCM’s history, the company tracked prospects and customers in Excel spreadsheets. As the company grew, the team switched to Microsoft Access to manage the increasing volume, but FXCM’s success soon outgrew that system, too. "The incredible volume was too much for Access to handle and was creating troubling inefficiencies that resulted in some leads being called twice while others were ignored," explains Marc Prosser, chief marketing officer at FXCM. "And to make matters worse, we were not able to easily share customer information as prospects moved through the pipeline. Our customers and our salespeople work around the world and around the clock, so seamless coordination is critical