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 "Our Take"
| | About
"Our Take"
"Our Take" is a collection of daily
vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions,
epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
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12/23/05 - Six Steps to Losing Your Customers - Step Six
A chain is only as strong as the weakest link. Every cog in the machine is important. True enough in mechanics as well as CRM. The sixth of six steps to losing a customer is:
Fail to recognize the bearing that the attitude and behavior of every single employee in your organization has on customer retention.
Many studies show a direct link between employee retention and customer retention. The connection is undeniable. Furthermore, just because certain employees don't interact directly with customers doesn't mean they don't have a direct impact. Every employee has the opportunity to make or break the customer relationship.
Gary Lemke, Publisher
(Share your thoughts)
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