| An effective customer relationship management | | | | 2. Process - Established processes and procedures in |
| system should be entrenched in every business and | | | | escalating customer issues to resolution is key to |
| driven downward through the organization from CEO | | | | client satisfaction. Effective communication during and |
| to receptionist. | | | | after the issue is resolved is crucial to ensuring the |
| Client retention and customer satisfaction are just | | | | customer is given the opportunity to provide |
| buzzwords to many employees who do not value | | | | feedback and help the organization continually |
| the customer. If the typical employee is not | | | | benchmark their performance. |
| continually managed and trained to be customer | | | | 3. Tools - Technology can streamline your processes |
| focused, your company could be losing customers | | | | and give your employees a way to efficiently resolve |
| and revenue. | | | | issues and find information in a timely manner. |
| Having a CRM system revolves around three areas | | | | Skimping on the tools will the other 2 areas to |
| of your business: | | | | struggle. |
| 1. People - If your people do not buy into the fact | | | | Upper management needs to support the fact that |
| that clients are the critical lifeblood to your business | | | | customer care is not a liability but a crucial part of |
| and treat them with little respect, they will not be | | | | the business. Without their support in addressing the |
| customers very long. Training programs centered | | | | three legs of the Customer relationship management |
| around customer care should be part of every | | | | system, the company will falter in their attempt to |
| business. Long term success is dependent upon your | | | | maintain high levels of customer satisfaction and |
| people and their effectiveness in resolving issues and | | | | retention. |
| managing irate customers. | | | | |