Customer relationships can be negatively impacted not just by sales and marketing employees but by many other workers who interact with customers. Many employees outside of sales, such as delivery drivers, technicians, and field workers, regularly speak to customers and can damage relationships through inappropriate comments. It is important for companies to monitor who is speaking to customers, provide training to ensure all employees uphold positive customer relations, and protect sensitive company information that could harm the business if revealed. One company lost a major contract for three years after a technician badmouthed the company to contacts without their knowledge.

1. Customer Relationship Management Who’s talking to your customers? What are they saying? How are the customers reacting? What don’t you know that could hurt you? Al Walsh Walsh Enterprises Business & Financial Advisors Huntington Beach, California USA http://www.awalsh.us [email_address] (714) 465-2749