Customer relationship management

Customers are the top priority of a business organizations. It can be regarded as the heartbeat of an organization that seeks to make profits through their products and services.

They are the end-user of a finished product, which makes them the special focus of the organization who tries to keep them satisfied and ensure that their is continous manufacturing of the product.

Due to their diverse nature and wants; keeping and maintaining them is difficult but a pertinent task if the organization wants success in the business. An organization that seeks to achieve this task must be prepared to tolerate their customers.

Since the customers are of different nature, they have different views, opinions and mindset to the product as well as the customers services. It is the task of the organization to see that their beliefs does not differ from that of the organization.

This can be achieved through the provision of customers service in case of large organization or through mutual relationship in regards to small business owners.

A large organization that has the customers service department; all complain, misunderstandings and guidance are settled and resolved through them. In the case of a small business owner, all issues can be directly addressed by the owner of the business.

For large organization:
Large organization that has the department of customer service,

• The customer service personnel should be people who are nice, cool headed and can tolerate due to the diversification of the customers
• The customers services personnel must know how to talk the customers nicely and with clarity
• They should be knowledgeable about what goes on in the organization
• They should have listening skills and hear the customers out before they give advice on how to settle the issue
• They should not exaggerate on what they are not sure of.

For small business owner:
The relationship between the customers and owner is more direct making it a much easier approach as the customers speak directly with the owner.

Here, the owner has the privilege of communicating with the customers, knowing what they want, what needs to be improved upon, what requires change, what strategy to use for handling customers complaint. Complaint in this system are much easily handled as it doesn't have to go through multiple process before it is resolved.

Generally, both the small and large business organizations have the desire to maintain their customers and also grow them. In other to do so, they need to manage their already existing customers to be able to manage their potential customers.They both need to strategize on how best to manage the customers and maintain a good working relationship with them.