Checklist for customer management

Are targets and strategy geared to customers' wishes and needs

Is customer data to be evaluated and appropriate measures taken based on the findings?

Does your company have a suitable system for collecting and analysing customer data?

Are customers to be given individual attention as a way of gaining their trust?

Are the highest-volume customers known and what measures are to be taken to retain them?

Are the technical resources necessary for successful customer management being put in place (e.g. CRM system, infrastructure)?

Are the financial resources necessary for successful customer management being made available (e.g. budget for staff training and continuing development)?

Are the personnel resources necessary for successful customer management being put in place (e.g. headcount, know-how)?

Has a uniform communication style been defined?