The modern business world has offered a plethora of purchasing options to the everyday consumer. The extensive purchasing option has led to the production of similar products by multiple competitors. This condition has further increased the intensity in competition, where companies' are focusing on retaining customers along with attracting new ones. Retaining the existing customers is the key to achieve the goal of minimizing costs. Increased number of old customers indicates that the customers are happy and satisfied to deal with the company and its business.
[...] Conclusion The involvement of the manager, his sub-ordinates and his team members in the process of customer service delivery is very important to develop an optimal customer relationship. Indeed, the manager should involve the employee and make him understand the importance of service in customer relationship management by implementing tools like as training, creating a repository of service etc. Moreover, the manager must ensure the involvement of his employees. In addition, the employee plays key role in managing and maintaining customer relations. [...]
[...] He should enable his employees to understand the following: Ways to approach a customer Identifying and understanding the customer needs Enforcing the effectiveness of the product or a service Then, the manager must develop a service repository. The service repository is a database that allows the manager to understand the cause and effect factors of the proposed CRM tools and applications. The manager, in supporting all these services in a repository will enable employees to work towards customer satisfaction. In addition, the manager should analyze the effectiveness in the implementation of the CRM process by his team members. [...]
[...] With this internal mobility, the employee has the means to satisfy the customers, since he has direct knowledge of company's business and its customers. The role of the employee in customer satisfaction and customer loyalty Today, consumers have a real need of social ties through personal contact. Employees play an important role in this field. The discovery of a customer To satisfy the consumer, the employee must investigate the customer's history through internal data. An employee must also ensure that he follows the necessary communication etiquettes to please his customer. [...]
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