Customer Relationship Management or CRM means developing a comprehensive picture of customer needs, expectations and behaviors. In the Environmental Services (ES) world, CRM means looking at the ES function as a customer intensive business function instead of a facility services cost center. And the management part implies an active rather than passive role in influencing the customer’s perception of service success.
The gaps between customer expectations and service delivery typically occur in the area of the 3 R’s; Resources, Response and Respect.
We need to continually balance our resources to response with the proper respect to the customer’s expectations, not our own limitations.