Free Managing Customer Relationships Essay Example

My favorite topic in this chapter regards customer service relationship management. The centrality of customer service in business today cannot be gainsaid. Most businesses take cognizance of the invaluable significance of customers to the long term growth of the business. In this regard, businesses have placed efforts improve customer’s experience. In the book, the authors argue that it is needles to spend money in getting new customers. They also warn that businesses should stop keeping and growing existing customers. Instead, relationships work by remembering what the customers want. This enables the business to grow smarter because the owner has the information on what the customer wants ahead of the rival business. Thus, a business can take early initiatives to deliver the rights services to the client on the basis that the business recognizes the demands of the client unlike the rivals.
Before long, the customer can acquire many things from the business at any price because of increased confidence and trust on these services. Pepper and Rogers also underscore the importance of developing customer insight through continuous dialogue. This dialogue can take place through social media platforms such as Facebook, Twitter, Whatsapp and Instagram. A close dialogue with customers endears them to the various products and services that the company sells. Good customer relations involve exercising privacy and providing feedback to customers. Customers value high levels of privacy and confidentiality. Prompt response to messages creates a sense of value in the minds of customers. While writing messages, self identification and salutation are important because make the customer to know the person they are communicating with. Sending junk mails hurt the integrity of the information sent since it destroys aspects of uniqueness.