It is also up to top management to ensure that these objectives are translated into effective action. One Chief Executive to whom we spoke said he considers this one of his most important functions. Each month he himself follows up two or three complaints from customers. In this way he not only sets an example but is also able to keep in touch with his organization's procedures and his customers' requirements. There is nothing whatsoever to stop smaller companies doing the same thing and reaping the same benefits.
Regular reviews are useful It is useful to review regularly the way that customer care is delivered.
It doesn't take a great amount of time and it frequently highlights important problems. Customer contact and liaison - His contacts with the organization. Service from competitors - Customers check out your competitors from time to time. Access our CRM Archive or follow the links below to focus on specific management disciplines. Your guide to recommended Marketing Websites and international Events .