Start CRM with Fixing Fragmented Customer Service Processes

Customer Relationship Management
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Majid Khodabakhshi
Management Consultant, Iran

Start CRM with Fixing Fragmented Customer Service Processes

I think advancing customer service for most firms starts with unifying fragmented customer service processes. Only then can you move forward to more advanced CRM approaches.

  Jaap de Jonge
Editor, Netherlands

The Cause of Fragmented Customer Service Processes

What causes businesses and their customer service to become fragmented?
Business fragmentation happens when processes arenít managed as an integrated system. Workflows don't exist or are a complex series of handoffs between functions, jobs and information systems. Each handoff represents an opportunity for errors, delay and added cost. Devoid of an integrated process management framework, the business value for clients and the firm deteriorates. The possible speed of making improvements is low.
Processes in a fragmented organization are like a convoluted system of poorly-joined plumbing, with pipes that leak time, money and customer value. Business transactions are disintegrated and re-integrated numerous times on their way to the clients.

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