In any rapidly changing business
environment it is essential to manage
the expectations and quality of service
and support to the market. Serious flaws
in this area have emerged in relation to
the management of service consistency
and customer care. This section provides
interesting research and guidance from
DHL and other sources that will assist in
avoiding problems in this critical area.
The consistent and effective
management of the customer
relationship across all channels and
functions within an organization is a key
competitive differentiating and success
factor for any evolving Business.
Customer relationship management
(CRM) can be defined as an integrated
set of business processes and enabling
technologies in support of a consistent
entry, management and use of customer
related information across and between
channels of sales and service.