| How to manage customer’s expectations | | | | increasing, both in the business world and or the |
| | | | | internet, it is a relative phenomenon, according to |
| This article is about how to manage | | | | company, business model, employees, products |
| customer’s expectations in a service | | | | and much more. It is a fact that customers who |
| organization. | | | | are being well served don’t make as much |
| | | | | noise as customers who feel slighted. |
| The focus of most customer relations | | | | |
| management activities is of course the customer | | | | In order to evaluate the potential value of using a |
| itself. The service organization gathers information | | | | CRM or CS system, to better satisfy the support |
| about the customers and makes a predictive | | | | needs of profitable customers, some of the key |
| model of customer behavior and seeks to control | | | | questions to ask could be; |
| customer interactions with the company. | | | | |
| | | | | 1) What is the competition doing to customers |
| Customers reasonably come to expect certain | | | | expectations? Look at close competitors and long |
| things and services – such as value for | | | | term customers as well as the industry as a |
| money, competitive prices, good quality products | | | | whole. Spot the highway. |
| and a certain service level, from a business | | | | |
| relationship. | | | | 2) What metrics, other than profitability, |
| The customer’s expectations are based | | | | differentiate very good, good, and bad |
| largely on personal experience, commercials, as | | | | customers? Is it the amount of customer |
| well as accounts of experience from relatives and | | | | support, they require, the number of incoming |
| friends. | | | | calls or anything else related to scratch your |
| | | | | service organization? |
| So, although customer expectations are | | | | |