Tag Archive: business advancement

If you are serious businessman, you should already know what is Customer Relationship Management – CRM. Customer Relationship Management is a way to keep our customers in thinking that they are special and that we are taking care about their problems.

What is the chief problem? When customer contacts us we have to make an impression that we have been thinking on his/her problems all the time and not only when they are present. That give us good reception and our customers are more satisfied with our performance.

The best implementation practices are to use it in everyday basis and to enter data in every contact with a customer, in every job done or request from customer and in the end whenever we think something about customer. It has to be used both by top management and reception desk. You do not need to use something too complicated. You do not even have to use computerized version, but you have to be aware that doing business without CRM can destroy your rating and finally leads us to a disaster. Customers do not like when they have to repeat things to us and that leaves an impression that we are bad and not-caring business. Perhaps you can think that it is only a first impression and that they will see your valuable product, but thatΓÇÖs not the case. Do not forget that customers donΓÇÖt know much of our work, because if they do our services wouldnΓÇÖt be needed.

I have received many questions about CRM. There are businesses that want to start using CRM and were asking me where to start. After few questions, I see that they have organized something. One client told me that he creates notes on every customer in his archive. Data including birthday, marriage status, attitude, potential relationship problems, etc. If that isnΓÇÖt CRM, what is? He needed only to have that data properly organized and available to all firm personnel.

Finally, if you have customers, you have to have some level of CRM. It is best practice when a customer arrives and after hello you ask him/her: ΓÇ£How is your leg?ΓÇ¥. Of course, that can happen only if you have done homework writing specific data after last session. Person will have a feeling that we care about him, and will transfer that positive attitude to all his friends. In my experience, that sort of relationship does not make you only better person, but it makes you money, and if it is not main objective doing a business, what is?

Have you ever had problems in your business? I have many friends among medical and dental professionals, but also among business managers and other professionals. When you evaluate their business as a third-party you can easily find that the major part of their business is often limited with misunderstanding with IT. They growth speed is equal to growth of IT support efficiency.

Nearly all IT schools educate their students how to perform specific tasks, but they forget to tell them that they will not work with other IT professionals. It is most often scenario that they will work with other professionals, but a lot of them will not be IT professionals. That is the greatest error in education because we have to educate ΓÇ£workingΓÇ¥ professional and not professional that will not be able to integrate himself to prospective firm.

You have to understand that the same problem is in other education programs. In everyday lecturing in School of Dental Medicine I emphasize importance of creating a ΓÇ£user interfaceΓÇ¥ in every dental professional. I learn them many subjects, but in every topic I try to help them gain experience that will allow them to function. They have to know how to do a triage of problems, to learn how to plan and how to use available time with patient and the most important to take good ΓÇ£problem historyΓÇ¥. By talking with their client, in this case a patient, they have to know how to meet patient expectations and how to give an advice to the client what is needed and perhaps to correct their expectations.

Contemporary IT professional have to be able to do the same thing: to talk with colleagues and others in the company and to adjust his language to every personΓÇÖs technical knowledge. For example: accountants and managers do not know what is better to do in networking IP v4 or v6, or is it better to use ASP.NET or Python or Visual Basic or Visual C#. If they know, it is OK, then you can advice them, but if not you have to make that decisions for themselves. The major task is better productivity and nothing else.

All noted is  one of reasons that forced me to start programming. I have had the same problem with my IT professionals. They knew every topic and every piece of technology better than everyone possible can know. But they cannot employ that knowledge to help other systems. They expect someone to draw to them what to do and by using what technology, and that is not acceptable in doing modern business.

I remember one occasion when I have selected one Database Developer to start organizing one of last parts of our library that is organized only with book identification cards. And after three weeks I asked him what is the status of ΓÇ£our projectΓÇ¥ and he told me that he cannot do anything because Director of Library does not know ΓÇ£what data types to use in some data fieldsΓÇ¥. That example can demonstrate the chief problem. He had to invent a solution, to adjust all systems to accept that data and not to expect that from ΓÇ£lady chief of the libraryΓÇ¥.