Customer relationship management

Customer relationship management

The Business Environment Expanded to include CRM

Image by Lost in Scotland via Flickr

My focus on coaching is relationships.  Why you ask? Great question.

My educational background is a combination of Adult leraning styles, social work, counseling and coaching.  I view the world as relationships. I try to help focus business owners on how their relationship with their customers is directly related to their busness success.  Each client has an expectation before they ever even pick up the phone or walk through the door. Are you going to meet their expectation, drop below it, or rise above and exceed their expectations?

I help business clients look at ways to utilize social media to help them create bonding relationships with their customers. The following was taken from wikipedia cause it was so well written as a basic deinition I didn’t think it needed to be expounded upon.

Customer relationship management (CRM) consists of the processes a company uses to track and organize its contacts with its current and prospective customers. CRM software is used to support these processes; information about customers and customer interactions can be entered, stored and accessed by employees in different company departments. Typical CRM goals are to improve services provided to customers, and to use customer contact information for targeted marketing. While the term CRM generally refers to a software-based approach to handling customer relationships, most CRM software vendors stress that a successful CRM effort requires a holistic approach.[1] CRM initiatives often fail because implementation was limited to software installation, without providing the context, support and understanding for employees to learn, and take full advantage of the information systems.[2] CRM can be implemented without major investments in software, but software is often necessary to explore the full benefits of a CRM strategy. Further information can be found at

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