Contact Management |
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| Customer oriented organization | ||
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> contact management > concept > organization |
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| Customer
focus is not only a task for employees working within the front office
(sales). All customer interfaces within the organization are part of
the contact management concept. The sales department, customer service and also the marketing department have customer contact. Because those departments normally have different goals, the way they communicate with the customer is different and is probably supported with different communication channels. For instance the sales department has personal contact and sends contracts using the fax. Customer service recieves calls via telephone or messages by E-Mails. Marketing likes to present new information using the Web and sends mailing using the good old "paper letters". |
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From a customer point of view the organization should function as a whole. They won't accept excuses from a customer service employee that didn't know about the mailings from marketing, or the account manager that had no idea the customer had been complaining for a couple of months already. Organizations with a customer focus act as one from a customer point of view. Knowledge management is an important issue within those companies, because information and know-how about the customer and the customer interactions should be available throughout the entire company. |
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| © Crowne Associates AG | ||
