Did it ever happen to you that you
received the call or email from the company, you gave them all the information
they asked and after some time you had to do it again? Have you ever been
waiting for the reply to your email for days, months? Did it bother you? How
did you react?
Relationship with customer has the same rules like normal relationship –
company has to show to its partner (customer) that it really cares about him.
That it listens to him and remembers all the information he needs. That it is
here for him 24/7. At least give him the impression that he is the only one,
the most important one. If all these goals are achieved, the partner (customer)
pays you back and the relationship can last long, maybe forever.
Since the companies are a bit unfaithful, i.e. have many clients, there
is a need of well-organized database, where all the data are collected and
connected that everybody can use them at the right moment. Because if they don’t,
something like this could happen…
No matter who is speaking in the name of the company – everybody should
present unified face to customer.
However the simple collecting of data isn’t enough.
Everything has to be done for purpose, organized and synchronized according to
company’s size and targets. If company manages to do it, its profitability will
definitely raise up.
