Evolving Customer Relationship Management: Move Fast or Die Trying

Should you improve a process in Customer Service that will remove issues for 10% of your existing customers, or do you dedicate those resources to adding more customers? It’s a tough balance, but in today’s environment — one where customers are increasingly focused on service — you could lose your existing customer base to better service elsewhere if you solely focus on new customer acquisition.

2. Will the new tool or process scale with your organization?

No matter how many developers your growing company has, you’ll need more of them. The last thing you want to do is waste any valuable development time by implementing a tool that will need to be replaced again in 18 months. ezCater is a rapidly-growing company, and we recognize we could look very different in three years. So, if we develop or buy tools that need to be replaced in less than 36 months, we have done our customers (and ourselves) a disservice. If you are thinking of making a change to your organization, consider a minimum timeline of 36 months. What will your company look like then?

3. What do employees think?

When a need for a new tool or process has been determined, there is a tendency to rush off and solve the problem. However, valuable time can be saved in the long run if you gather feedback early and often. Before, during, and after implementation, ask users what they need from a new process or technology. Again, resources can be scarce. Making an internal process change, then training and reporting on that change will take time. Getting it right the first time can save a lot of time and money.

Change is good, but only when made thoughtfully. Ask yourself these three questions before evolving your customer relationship management process to help improve or maintain a fantastic customer experience. Your customers, employees, and shareholders will thank you for it.