Customer Management

World-Class Customer Management

World-Class Customer Management is the management of operations that meet the needs and expectations of the customer as defined by the customer. The definition is broadened from traditional customer management definitions which state that customer management is strictly the management of  services. The definition of customer is also expanded to include potential customers in new markets. World-class firms have formally integrated the "voice of the customer" into almost all operations, both service and manufacturing. "Meeting the needs and expectations of the customer" means you know what your customer wants and what they expect, and you provide that to them on a consistent basis. Customer management is becoming more formalized in today's firms through software applications known as Customer Relationship Management (CRM). CRM is about collaborating with each customer, being able to create the classic win-win situation, adding value to each customer's daily life, and earning customer loyalty in return. World-Class Customer Management is a focus for many organizations as they shift away from customer-acquisition towards customer-retention, churn-reduction strategies, and development of new customer markets.

This is a 2008 version of the step chart.  Showing an old chart is intentional.  Contact RI for the latest, updated version.