Steve Downton, Downton Service Management Consultants Ltd, Noventum Group
Is your After Sales Service Department the centre of excellence for Service, the Champion of Customer Relationship Management CRM, in your company?
What does it mean, our world is full of jargon and acronyms, sometimes so much so we have forgotten what the true meaning is. As the After Sales Service VP or Manager for your organisation do you believe that you could help your company to quickly and efficiently utilise the concepts of CRM to deliver increased customer satisfaction and improved profitability? A simple question.but instead of adding another definition to the long list I would propose we set it out under some quite specific headings based on the capabilities needed to support the CRM concept.
There are a number of capabilities, but four stand out as most important. There is a high degree of overlap but each stresses a different type of capability:
- Culture and Vision
- Customer information
- Skilled Staff
- Continuous process improvement
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