In asking the question of how many contacts you have, if you as a customer centric enterprise do not know the total number of your contacts, how will you know if you are losing customers to competitors ? I have said it in my previous articles that there is no way that organisations will not lose customers to competitors . Once it is re than 15 percent of your customer base. It is becoming alarming. You need to do something about it.
In a customer centric enterprise, there is something we normally refer to as customer segmentation and profiling. This is the process of dividing your customers based on the characteristics that they have in common. You cannot do this effectively without knowing the total number of your contacts .
In setting up touch point for your contacts, you need to know who your customers and how they are interacting with your organisation. It is when you know who your customers are that you can open up channels through which they can get in touch with the organisation.
In a nutshell…
In asking the question of how many contacts in customer relationship management, understanding your contacts and how many contacts you have is the first step towards is building a customer centric enterprise. This will help you to raise exit barrier for your customers.
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