Most companies who take Customer Relationship Management seriously believe it is the entire organizations responsibility to ensure total customer
satisfaction. It is believed every job works hand-in-hand and everyone is working toward the same goal.
That goal is an excellent customer experience for every customer that walks in the door. Each department works together and when one link in that chain breaks then the entire experience can be tattered.
Everyone must work together toward the same goal of customer satisfaction to provide the best results for Customer Relationship Management possible.
Many companies who rely entirely on their sales team looks at Customer Relationship Management differently.
A company who might look at it differently is a life insurance company sales team. Everyone in the sales office might believe that the customer experience is entirely up to the sales representative.
They are responsible for getting their own clients and making their own sales and if they lose a big client, no one is to blame but the sales rep themselves. This can ring true for car sales businesses and the like.
Companies view CRM or Customer Relationship Management differently. Not all companies believe it is the entire organization s responsibility to keep the customer happy and provide an excellent experience.
It usually depends on the business and how they are setup.
