Sales staffs perception toward customer relationship management

First and foremost, to enhance employees customer oriented behaviors, organizations have to develop an appropriate working environment for service in work, for instance, providing staff with the modern tools, and technology, customer satisfaction tracking and complaints management systems, inspirational leadership, and appropriate rewards systems. As a result of the previous supportive working conditions, organizations can ensure the required customer oriented behaviors of their employees. CRM cannot be successful even if the organizations enjoy the most advanced technology and adapt a customer oriented approach, unless the project is completely integrated. CRM success does not only require technological quality or systems, but it also requires an effective service concept as well as suitable operation procedures. Thus, the success of CRM implementation relies on the active involvement of the employees in the organization itself.

Autorentext

Sou um profissional de vendas que trabalha numa indústria de telecomunicações, interessado em investigação e desenvolvimento, defensor do marketing relacional.