It seems that the world is full of paradoxes, and nowhere is this more apparent than in the world of business. As a business, you are supposed to be focused on one thing – making money. Everything else is secondary, especially if you are publicly traded and have shareholders to answer to. Henry Ford showed that the best way to make a profit is to produce an inexpensive product that even the employees of the company can afford and to do it efficiently. Unfortunately, efficiency no longer rules the day. The best companies have learned that business is all about relationships. While it is still important to be efficient, it is also important to engage in customer relationship management (CRM). A CRM contact center can help you do that.
While there is no denying the importance of the customer to the bottom line, customers will no longer settle for being treated like just another cog in the business machine. They want personalized service that recognizes them as individuals. With relationships breaking down in so many other areas of society, the relationship between business and client needs to become more like a friendship than a parasitical relationship where one entity is syphoning off the wealth of another.
Individual and Efficient
Businesses still need to work as efficiently as possible. Unfortunately, relationships are not efficient. Good relationships take place at all hours of the day with give and take from both parties. While it may be inappropriate for your business to call someone at midnight with a plea for help, it is still important to call customers on a regular basis and not even talk about the business. An integrated CRM contact center can help make these contacts as efficient as possible. As long as you keep track of the right information, you can get a reminder to contact people on their birthdays or other special occasions. It is up to you to make sure that you make the appropriate amount of contact to keep those customer relationships and to make people happy. Maybe you will even be able to help someone with something beyond business, and that will make a customer for life.
This is a guest post provided to Mile High Mom for its readers.