Recently having had yet another bad customer service experience, I am inspired to talk about the importance of Customer Relationship Management (CRM). Businesses of all types need to have a comprehensive approach to managing customers, their inquiries, their transactions, and concerns.  Good customer relationships are essential for success and growth today more than ever.

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If you have found yourself trying to improve your customer service by preventing important things, such as orders, inquires and special requests from slipping through the cracks as information and accountability flows from person to person within your business, you’re not alone.  As businesses grow, processes become more complicated.  You go from having one or two people handling orders and requests, to having multiple people each doing a piece, making it difficult to monitor the quality and efficiency of the complete process.  So I offer my congratulations!  Your business is maturing, which is very exciting.  Now it’s time to look at taking control of your processes to keep your customers happy.

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