CRM in a Monopoly Situation

Customer Relationship Management
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Customer Relationship Management > Best Practices > CRM in a Monopoly Situation

CRM in a Monopoly Situation
DE VLEESCHOUWER
Based on a personal on-going experience with a Belgian consortium of energy with mixed public and private ownership, the Customer Relationship Management of a firm that benefits from monopolistic advantages may consist of oppressing the customer by disorganizing systematically the dialog in order to maintain abusive power control. The receipt is: multiplicity of contact persons (changed at each contact), no manager in charge of the whole customer's problem, no empowerment except towards leading the call to a dead end, personnel trained and skilled to absorb and to deny customers legitimate demands while pretending to help, access to responsible (?) management made hard or impossible, ... In this case, the problem is not the way the system works, but the finality of it. (...) Read more? Sign up for free

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  CRM in a Monopoly
Jaap de Jonge, Editor, Netherlands
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Customer Relationship Management
Summary
Forum
🔥Relationship Between Employee Retention and Customer Relationship Management
Rethinking Call Centers
Healthcare CRM Models?
Stages of Customer Service Transformation
Best Practices
🥇Framework for Monitoring Customer Service
🥈CRM: What Forms a Strong Customer Relationship?
🥉What is the Impact of CRM on Organizational Performance?
Theories of Customer Relationship Management (CRM)
Why Customer Relationship Management? What Makes CRM Viable?
CRM in University Set Up
Customer Intimacy > WHY?
Social Customer Relationship Management | Social CRM
CRM in a Non-profit Context
Business Relations in Corporate America
The CRM-paradox by Nguyen
CRM in a Monopoly Situation
CRM in Military Organizations?
6 Markets Model (Payne, 1995)
CRM Practices in FMCG Sector
Customer Relationship Management as a Strategic Development Philosophy
Managing Customer Complaints
Relationship with Company or with Employees?
Start CRM with Fixing Fragmented Customer Service Processes
Advanced Customer-Oriented Strategy: Customer Advocacy
An Extreme CRM Case: Front Office
Increasing Student Retention using Higher Education CRM
Six Relationship Management Interaction Processes (Geersbro and Ritter) for International Relations
Customer Relationship Management Metaphor
More CRM Strengths / Benefits
Tool to assess CRM maturity?
Customer Relationship Management History
CRM in Government


Customer Relationship Management
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