- Producer09/07/2016Customer Relations Management Versus Customer ServiceMAINTAINING AND GROWING YOUR CUSTOMER BASE REQUIRES MORE THAN JUST PATS AND STROKES...Periodically, I take one of my automobiles in for service, usually to the relevant brand dealership. Inevitably, in this age of paying lip service to customer...
Comments19/07/2016 #46 John Marrett#33 Re separating Sales and Customer Service: I disagree. If I am an Account Manager who is calling a current client who is having a Customer Service issue with a product that I have sold them previously, I want to know that in advance so that I can mention the status of how the issue is being resolved in my call. I don't want to call the client / arrive to visit them and be blindsided when the client gives me crap over the issue they are having!19/07/2016 #45 John Marrett#33 @Phil Friedman: the job of a CRM Consultant is to find out what the clients problems are in how they manage their client relationships and figure out if they can solve those problems. If they can, they propose how they can solve it and the client decides which CRM Consultant and CRM Application can best resolve the issues that need to be solved. It so happens that most of our clients are B2B operations that have problems managing their sales pipeline. However, I am also now dealing with a prospect that is B2C and Customer Service is their major issue: they have been growing very quickly and managing their clients using Excel no longer works! 10 days ago, I did a comprehensive Discovery Interview with them. I had many questions which they subsequently answered. More questions were sent to them yesterday. Once I have all the answers that I need, I will decide if we can resolve the problems that were presented to me. If I can, I will set up a demo that shows them that I can resolve their problems. Other app vendors will do the same and they can then choose which competing vision of how to solve their issues is the best...12/07/2016 #40 Randy KehoNear the end of my management career, I was the guy they sent to rescue accounts in jeopardy. By the time I arranged a meeting, they were one step away from canceling our service. I always found it best to let let customers know upfront that I, and I alone, was responsible for their satisfaction. I took ownership of the problems, set timetables to solve the problems, scheduled regular meetings to monitor the progress, and had them sign off when an issue was corrected to their satisfaction. They contacted me, and only me, when they needed to communicate, unless they were unsatisfied with the progress. Then, they contacted my general manager, which they always did. However, it was to praise my ability to resolve their issues. I never lost a customer. Customers really appreciate it when they know you are personally committed to their satisfaction. You have to take complete ownership, no passing the blame onto that proverbial co-worker.11/07/2016 #35 Phil Friedman#34 Thank you @Louise Smith, for posting the link to your recent piece in this comment thread. To let everyone know, I posted a link to this article in the comment thread on your post. That is something I generally try to avoid, but our two pieces, although from different perspectives, seemed so closely related, I felt the need to do so. And I am pleased that you beat me to posting the link to your piece here, which I was going to do in any event. Cheers!11/07/2016 #34 Louise SmithYes @Phil Friedman
I Haven't beeeen on beBee Beecause My Computer is Dying ! ! ! ! !
MOST CERTAINLY fits right in with your post.
What's worse for me is - it's the first time I have ever bought anything (other than 1 book once) online !
regardz Louise11/07/2016 #33 Phil Friedman#32 @John Marrett - I have no doubt, as I have no doubt that you are helping your clients find their way to maintaining and growing their respective client bases. But I need to point out even your own emphasis on sales, when you say your clients have "...long sales cycles and expensive new client acquisition costs..." To which I need to go on to make two points: 1) A high percentage of my clients are B2C operations that generally have efficiency and profitability problems that they need to solve. And I am often asked to come in to explain why their latest implementation of CRM (e.,g. Sales Force or similar) isn't solving the problems. And one of the reasons is that improving customer communications without commensurate fulfillment doesn't do anything for customer satisfaction. Yet, the default templates in most CRM programs which I've examined don't even pay a nod of the head to fulfillment. Then 2) I have known some pretty heavyweight CEOs of fairly substantial companies (a hazard of being in the large yacht sector of the industry) who will tell you outright that sales and fulfillment (customer service) are two entirely different functions, and should be kept absolutely separate. The sales guys should promise the prospect anything, but get the order; and it then falls to the fulfillment guys to deliver -- or not. BTW, I just returned from Toronto, which is not Quebec admittedly, but where at café Papillon I had a superb Quebecois-style crepe filled with Boeuf Bourguignon. And where my wife found butter tarts which are dearer to her than I am. Vive le Quebecois cuisine!11/07/2016 #31 Phil Friedman#30 @ @Jim Murray - thanks for the kind words. Commenting is, of course, never mandatory, not even for people whom I tag. But I am truly gratified by your kind words. For while when I speak, I am always giving my own opinion, I try hard to stick to ideas and concepts and perceived facts... and not dwell on "me". As well, most of my opinions are at least based on my experience, so you will not find me giving out advice about how to be a good surgeon or write a best selling novel. Cheets!10/07/2016 #28 Phil Friedman#27 @John Marrett - Pt II- Although, I can see how a system might be constructed as a tool for genuine customer service. It's like riding a bike. If all you're ever offered is a coaster brake model, and never see one with 20 speeds, you're going to think that riding a bike consists of simply pedaling and steering.10/07/2016 #27 John Marrett#23 I agree 100% @Phil Friedman. CRM is just a tool, if that tool is used improperly, it just leads to frustrated customers... And why would it be used improperly? Because that is the way it was designed to be used, or that is the way the CS staff were trained to use it.10/07/2016 #26 John Marrett#22 Good CRM systems can be customized to handle most anything that has to do with relationships between a business and its clients. Your conclusion is the most important @Phil Friedman: "In other words, you need to see CRM for what it is, namely, as an adjunct to Customer Service, not as a replacement for it.". If a business does not believe that serving their customers will benefit the organization in the long-term, CRM will just be used in order to increase short-term profits.