 |
|
|
dBusiness Group
(704) 907-6196
Charlotte, NC
|
|
|
|
|
|
|
|
Customer Relationship Management (CRM)
| More than a
tool... it's attitude! |
Ask yourself the following questions:
- Do your clients get the
information, product, and service that they expect?
- Do your clients get more than
they expect or do they have to hound you to get what is
promised?
- Does everyone on your staff
know what has been promised?
- Does your staff have access to
the latest information necessary to deal with the customer
effectively?
- How quickly does your staff
respond to client issues?
- Do your clients have trouble
getting in touch with proper staff?
- Do you have an identifiable
process and personnel chain for handling client issues?
- What do your clients think
of your staff?
- What do your clients think
of the company?
- How do you know?
|
Perception is reality... is
everything!
Achieving customer satisfaction is what
your competitor strives for... achieving customer loyalty is what you
should be aiming for.
Satisfied customers give you a chance
at the next business opportunity, loyal customers GIVE you the next
business opportunity... BIG DIFFERENCE!
The Big Issue
Management perceives one thing, employees another, and clients
perceive yet another, each which may be partially or completely
inaccurate.
- Management's perspective of the whole
is skewed by the requirements of the bottom line, industry and
competitive trends, privileged information, and long-term plans.
- Employees' perspective is skewed by
performance requirements, perceived management attitude, and
complicating factors of their own job.
- Client's perception is based solely on
the product/service and their contact with various elements within the
company.
Yet all of these perceptions are
interdependent. True business efficiency and employee and client
retention are maximized when:
- The perceptions of management,
employees, and clients are relatively equal.
- Management understands and proactively
deals with customer and employee issues
- Employees understand and relay
management's vision and proactively deal with client issues
dBusiness Group works from the
outside in, and bottom side up in your company, examining what the
customer sees, and developing a sense of what problems your customers and
employees run into while trying to resolve issues.
With a comprehensive knowledge of
customer relationship management, dBusiness Group then has the ability and
knowledge to define customer retention issues and propose and assist in
the implementation of solutions. Contact us for
more information
|
