The Vice President of my department decided to step back and ask the question, how do our customers perceive the organization and are we meeting their needs? It's a proven fact that it costs 10 times as much to bring in a new customer as it does to retain one and that the perception a customer has of a company is based on their experiences with people from the company. Client Services Representatives (CSR) are the first point of contact customers have with our organization and it was decided that a tool was needed to enhance that relationship. With that simple idea, the implementation process of our organization's CRM tool began.
Customer Relationship Management (CRM) is a business strategy to select and manage customers to optimize long term value. …
