Marketing - the Success of Every Enterprise

The success of every enterprise depends upon how good a relationship it has with customers. This basic fact catapulted the concept of CRM to the forefront of many businesses' strategic planning. People, process and technology are the main component of customer relationship initiatives. These constituents help to identify consumer needs and behavior which in turn leads to better relationship between customers and companies. Right implementation and enforcement of CRM gives organizations a huge competitive advantage.

In this article, I get the thinking is that CRM initiatives focused too much on technology and too title on business process. The CSR was more interested in processing the call than making the customer happy and was not empowered to act in the customer's interest. Finally, the bank also did not centralize its customer service functions. So I think that the good services are very important for customers. If the services are worst, I think no people will going back.

Example, if you give a call for something problem. If another side phone there said, "Your wait time is approximately 25 minutes. Your call is important to us. Please stay on the line so a representative may assist you." Then, we will all been there and stuck on the phone, listening to hold music while waiting for a customer service