Customer Relationship Management is a wider term than merely responding to a client who has a problem or interacting with clients who need assistance. It's a simulation of a relationship with your client... making him your friend, your confidante!
He should be able to tell you what he wants, with the firm and resolute confidence that you and only you would know exactly what would help him. He should know that if you can't, you’d direct him to your well-established contact that can. He will then be your friend, your confidante, and your client... for life.
And he'll get his friends to join the little group you'll have created and share in the secrets that you'll exchange.
He doesn't want you for what you know, not even for the products you sell, but for the knowledge that you're listening to him and will help him - no matter what. And if he had a problem with your company, you'll make it an issue on his behalf.
He wants a lawyer, a psychiatrist, and a friend.... in you!
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