The customer is king. The well-known proverb sounds outdated – and yet it is more relevant than ever. “Customer service” practiced out of conviction is one of the most important differentiating factors in today’s oversaturated markets. This calls for sustainable customer relations. But in practice customer relations are more than just keeping customer data up to date.
Customer service is the external part of the sales process. KPIs for operational departments are rarely defined with a focus on customer orientation. But are all structures and processes in the company really customer-oriented? Is all thinking and acting really about making the customer’s life easier? Or do we just make our own lives easier? Do the departments involved mainly focus on themselves rather than the customer?
Recent Comments