Executive Briefings

When Your Business Goofs, CRM Can Be Your Best Friend

There are three things certain in life. We all know the two cited by Benjamin Franklin, but there's a third certainty that we all face regularly and have to cope with constantly - that we'll make mistakes. Everyone makes them; if it hasn't happened to your business, you haven't been in business long.

So, not only do you have to understand the value of the customer to you - you should also have an idea of what the customer values. Figure that out, tailor your efforts to make amends based on it, and you're on the way to turning a problem into a potential loyalty-builder. You can't do any of this without the knowledge your CRM system should be providing you - and you can't get that knowledge without really working on CRM before the mistake is made.

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Keywords: Customer Relationship Mgmt., Technology, Business Strategy Alignment, Supply Chain Security & Risk Mgmt, Supply Chain Analysis & Consulting, Global Supply Chain Management, Understanding Customers, Customer Satisfaction Levels

So, not only do you have to understand the value of the customer to you - you should also have an idea of what the customer values. Figure that out, tailor your efforts to make amends based on it, and you're on the way to turning a problem into a potential loyalty-builder. You can't do any of this without the knowledge your CRM system should be providing you - and you can't get that knowledge without really working on CRM before the mistake is made.

Read Full Article


Keywords: Customer Relationship Mgmt., Technology, Business Strategy Alignment, Supply Chain Security & Risk Mgmt, Supply Chain Analysis & Consulting, Global Supply Chain Management, Understanding Customers, Customer Satisfaction Levels