Modern consumers are sophisticated. They demand service and they know that they can move their business to another company if they are not totally satisfied with the service they are receiving. Businesses have to operate in a very competitive environment and they have to do everything they can to keep existing clients. To this end, through complex programs for client relationship management NY businesses monitor the satisfaction levels of their customers.
It is much easier to gain a customer than to keep one. Satisfied customers are the mainstay of any business, however. They provide referrals and they talk about positive experiences, thus gaining the company new clients. If they are not satisfied, however, they can prove to be a huge liability. Angry customers cause adverse publicity and they share their views with other clients and potential clients.
All the employees of a company are responsible for maintaining a high level of customer satisfaction and this role should be clearly stipulated in their employment contracts. Many companies, however, have a senior employee that is tasked with managing a formal customer satisfaction program. Such a program has an impact upon all the activities and departments of the company. Even policy decisions are influenced by the impact such decisions may have on customer satisfaction levels.
Large companies deal with numerous customers. Some customers conduct very little business with the company and therefore do not justify intensive efforts to keep them satisfied at all times. Other customers, however, have a significant impact upon the profitability of the company and intensive efforts to keep them satisfied is of the utmost importance. To make productive decisions on this issue it is necessary to know as much as possible about the relationship between the client and the company.
In order to manage client satisfaction levels it is necessary to keep detailed records on each customer. Modern software programs help companies to record every sale, every complaint and every contact between the company and the client. This data is extremely valuable. Companies use it to spot trends, to identify customers that have changed their buying behaviour and to make decisions on actions that will improve the level of customer satisfaction.
Neglect is one of the main reasons why customers move their business to another company. They do not always state their reasons, but failure from a sales representative to keep promises, calls that are not returned, lack of feedback and a failure to attend to complaints are common causes for customers to go elsewhere. A customer satisfaction program must provide for effective and speedy resolution of any conflict.
Big businesses spend a lot of time and money on informing their employees about the importance of keeping the customers satisfied. Even employees that have no direct dealings with customers can either improve or decrease the opinion that the customer has on the level of service he is given. All too often the source of dissatisfaction can be traced back to a minor matter such as budged delivery, faulty documentation and a failure to deal with complaints.
Without customers no company can survive. Keeping their customers satisfied is therefore one of their main priorities. This requires a concerted effort and a formal program aiming at keeping existing customers happy and content. Unhappy customers not only take their business elsewhere, but they cause all their connections to do the same.
It is much easier to gain a customer than to keep one. Satisfied customers are the mainstay of any business, however. They provide referrals and they talk about positive experiences, thus gaining the company new clients. If they are not satisfied, however, they can prove to be a huge liability. Angry customers cause adverse publicity and they share their views with other clients and potential clients.
All the employees of a company are responsible for maintaining a high level of customer satisfaction and this role should be clearly stipulated in their employment contracts. Many companies, however, have a senior employee that is tasked with managing a formal customer satisfaction program. Such a program has an impact upon all the activities and departments of the company. Even policy decisions are influenced by the impact such decisions may have on customer satisfaction levels.
Large companies deal with numerous customers. Some customers conduct very little business with the company and therefore do not justify intensive efforts to keep them satisfied at all times. Other customers, however, have a significant impact upon the profitability of the company and intensive efforts to keep them satisfied is of the utmost importance. To make productive decisions on this issue it is necessary to know as much as possible about the relationship between the client and the company.
In order to manage client satisfaction levels it is necessary to keep detailed records on each customer. Modern software programs help companies to record every sale, every complaint and every contact between the company and the client. This data is extremely valuable. Companies use it to spot trends, to identify customers that have changed their buying behaviour and to make decisions on actions that will improve the level of customer satisfaction.
Neglect is one of the main reasons why customers move their business to another company. They do not always state their reasons, but failure from a sales representative to keep promises, calls that are not returned, lack of feedback and a failure to attend to complaints are common causes for customers to go elsewhere. A customer satisfaction program must provide for effective and speedy resolution of any conflict.
Big businesses spend a lot of time and money on informing their employees about the importance of keeping the customers satisfied. Even employees that have no direct dealings with customers can either improve or decrease the opinion that the customer has on the level of service he is given. All too often the source of dissatisfaction can be traced back to a minor matter such as budged delivery, faulty documentation and a failure to deal with complaints.
Without customers no company can survive. Keeping their customers satisfied is therefore one of their main priorities. This requires a concerted effort and a formal program aiming at keeping existing customers happy and content. Unhappy customers not only take their business elsewhere, but they cause all their connections to do the same.
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