Recap on CRM

Relationship marketing, emphasizes customer retention & future interaction with the company.

Why Do Customer Complaint?

Basic Principles of Communications are:

•The complaint handling procedures should be known to selected employees and be part of regular training

The company should attempt to attach a time frame for resolution of complaint.

Customer service is “a selfless desire to fulfil the needs of your consumer and community.”

It is not important that you acknowledge the receipt of all complaints, verbal or written.

Good service is when the customer gets treatment that meets his/her expectations

Marketing is not a process of communicating the value of a product or service to customers.

Collaborative CRM facilitates interactions with customers through all channels.

Communication is a two-way process of giving and receiving information through any number of channels. 

Customer complaint is any expression of dissatisfaction by a customer in relation to organization's service/ products

Three Basic Concepts of CRM are:

What are the steps for developing an effective customer service programme