Customer relations can be seen in all aspects of a business. However, it’s most prevalent in the customer service department. Customer service teams, customer support, customer success as well as product development all play vital roles in establishing a healthy customer relationship. Customer relations also cover marketing and sales teams as well because these departments have a crucial influence over the company’s dealings with the customer.
The term ‘customer relations’ describes the ways in which a company will engage with its customers in order to improve the customer experience. This incorporates providing answers to short-term roadblocks in addition to proactively creating long-term solutions which are geared towards customer success. The customer relations practice aims to create a mutually beneficial relationship with the customer which extends beyond the initial purchase.
In this article, we’ll have a look at the number of approaches that companies take to customer relations.
The Traditional Approach
A fundamental principle of customer service relationship management is understanding the requirements of the customer. While this may seem clear, a company-first approach can quickly incorporate the idea. The failure to maintain a customer-first approach may result in the establishment of unwanted product features or marketing materials which don’t reflect the real-world challenges that customers face at home or at work.