In many cases, it is precisely the other way around. When namely the companies deal extensively with their customers, often in such a way, how managers prefer do this: data structure, optimize processes, study indicators. The so-called hardware’, so the insertion of control instruments and the associated technologies are in the foreground. The so-called software’, so human employees and human customer fall often behind. The customer must decide usually outrageously expensive CRM programs require employees, as they have to take care of each customer. People are but no data. And you can not also by ABC grid or managed service manuals and operating instructions ‘ are. Rather than to squeeze into the customers in regulations so all their needs should revolve.
How can it be that sharing to customer contact, who do not want to have these? The customer – and not the system- may yet decide who enters which way with him in connection when and how often! It is namely forcibly maintained by a Unsympathen and is this also twice per month on the mat, then consider customers quickly, how can extricate itself from such an awkward position. Because everyone buys prefer for people he likes. A customer Board has produced a total needs, the inner attitude of the entire company challenged their customers are. Especially on the how is it. Managers, however, are usually much too intense with the what working and underestimate in this as. So transposition deficits arise at the level of the what to the like, i.e. from the theory into practice.
For the customers include but not paper tigers and words, but the operational events that they experience in everyday provider. And you’re often sobering enough. All of the client’s interests can be most likely to concentrate in the function of Chief Customer Officer (CCO), the customer’s Board. He wears the word customer in the name.