Wednesday, December 13, 2017

CUSTOMER RELATIONSHIP MANAGEMENT

May 31, 2011 by  
Filed under Industry News

What’s that? Customer Relationship Management is a company-wide business strategy for managing a company’s communication or activity with its customers before, during and after an interaction. The overall goals of Customer Relationship Management are to monitor business processes and interactions to ascertain customer satisfaction – that is whether a company is meeting the customer’s expectations. Is the company able to retain loyal customers and attract new ones to do business with them?

Customer service is in the eye of the beholder. The customer’s perception is their reality.

In the first seven seconds of contact, a person forms 11 impressions about you and your organization.

Those impressions include:

  1. Cleanliness – The degree to which somebody keeps clean or a place is kept clean
  2. Attractive – Pleasing in appearance or manner.
  3. Credible – Inspiring trust and confidence.
  4. Knowledgeable – Possessing or showing a great deal of awareness, or intelligence.
  5. Responsive – Reacting quickly, strongly, or favorably to something, especially a
    suggestion or proposal.
  6. Friendly – Somebody who thinks well of or is on good terms with somebody else.
  7. Helpful – Providing or willing to provide assistance, information, or other aid.
  8. Understanding – Being able to perceive and explain the meaning or the nature of
    somebody or something.
  9. Courteous – Polite in a way that shows consideration of others or good manners.
  10. Confident – Having the ability, judgment, and resources needed to succeed.
  11. Professional – Conforming to the standards of skill, competence, or character
    normally expected of a properly qualified and experienced person in a work
    environment.

Customer relationships are at the “heart” of every business. When customers are satisfied they will return to do business with you and become loyal customers. When they are dissatisfied with service they don’t return – they’ll go to your competition, and tell their friends about the bad experience.

In order to survive in a competitive market, an organization must develop strong customer relationships.

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