Customer Relationship Managment

ByJohn Weir

customer-relationship-management1

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.

Similar Posts

  • Improving Patient Flow

    ByJohn Weir

    I hope there is some relief in the activity at your institution now that we have made it through another heavy viral season. Not that there really is a slow season in health care anymore, just a less busy one. So, welcome to the less busy season, when there is time to think and plan….

  • Resonant Leadership

    ByJohn Weir

    Resonant Leaders engage us. They evoke positive emotions and inspire us through their positive thoughts and clear vision. Leaders develop their resonance through compassion, hope, mindfulness and they maintain their resonance. Is it any wonder this leads to increased revenue in an organization? Leaders of all kinds possess these abilities. However, their level of emotional…

  • A Note About HCAHPS "Boxes"

    ByJohn Weir

    HCAHPS results are publicly reported on Hospital Compare as “top-box,” “bottom-box” and “middle-box” scores. The “top-box” is the most positive response to HCAHPS survey questions. The “top-box” response is “Always” for five HCAHPS composites (Communication with Nurses, Communication with Doctors, Responsiveness of Hospital Staff, Pain Management, and Communication about Medicines) and two individual items (Cleanliness…

  • Extreme Leadership

    ByJohn Weir

    We are currently experiencing economic situations not seen in many years. The times are extreme and uncertain. What does this mean for us in support services departments? Given the current economic environment, we need to develop extreme leadership skills, which means being more, doing more and accepting more. Not only must we be conservative with…

Leave a Reply