Posted by Ray Collis
4. Forget Responding To Customer Needs
Monday, November 15th, 2010
It is clear that customer service requires more than vague aspirations or marketing slogans. Take for example companies who make bold promises about their commitment to customer service: ‘High Performance Guaranteed’, ‘It’s All About Customer Service’. Ironically, however, independent vendor research at the height of the boom put customer disaffection at 25%+. Clearly customer service [...]
Posted by Ray Collis
4. Forget Responding To Customer Needs
Monday, November 15th, 2010
Many organizations are in response mode when it comes to the needs of their customers. However, to keep pace with the accelerated rate of change in their customers’ industries, a more proactive approach is required. Most managers suggest they are ‘not as proactive as they should be’ when it comes to customer relationships. As a [...]
Posted by Ray Collis
4. Forget Responding To Customer Needs
Monday, November 15th, 2010
For far too many organizations the approach to customer relationship management is ad hoc, as opposed to structured and systematic. But, as one manager put it: ‘If organizations are not prepared to put the time and effort into the basics of account management then they don’t deserve to keep their existing customers.’ Just How Proactive [...]
