Login or Join
Home » Forum Topics » Best Practices » Best Practices: Small and Medium Business

Customer Experience Management for Small Businesses?

 
Posts: 7 Joined: 2008-12-09
 

Most research on the topic revolves around large businesses/industries with substantial budgets, large staffs and ongoing/revolving customer bases. But none of these is true for your typical small business (who, by the way, employ most of the workforce and generate most of the revenue in the US...)

Drivers for the typical small business owner tend to be cash flow and the technical / work performance side of the business; Customers just sort of "happen".

Does anyone know of any specific research done in and for a small business segment? These might include:

• Retail (the small one-off local strip mall variety)
• Hospitality (small restaurants, motels, bars, etc.)
• Construction (local residential/small commercial firms who do room additions, remodels, landscaping, pool and spa installations, roofing, etc.)
• Professional services (attorneys, CPAs, consultants, etc.)
• Health care providers (dentists, sole-practitioner doctors, specialists, etc.)

These provide a fertile ground for improving many lives at the local level.

//Richard Randolph
Florida Customer Service Institute

‹ CRM and Macintosh Demonstrating the Business Benefits of CRM to Small Businesses ›
--

Florida Customer Service Institute: Our purpose is to help small businesses, institutions and agencies deliver Consistently Remarkable Customer ServiceFlorida Customer Service Institute: Our purpose is to help small businesses, institutions and agencies deliver Consistently Remarkable Customer Service


Submitted by Richard_Randolph on December 9, 2008 - 14:32.

Post new comment

The content of this field is kept private and will not be shown publicly.
  • Allowed HTML tags: <a> <br> <img> <em> <i> <b> <u> <hr><strong> <table> <tr> <td> <th><ul> <ol> <li> </li><font><blockquote><sup> <colspan> <rowspan>
  • Lines and paragraphs break automatically.
  • Web page addresses and e-mail addresses turn into links automatically.
  • Images can be added to this post.
  • You can use BBCode tags in the text, URLs will automatically be converted to links.

More information about formatting options

CAPTCHA
Are you human? (This question helps prevent automated spam submissions.)

MarketPlace

Powering the New Customer-Conversation Driven Enterprise

[March 18, 10 AM PDT] With the exponential growth of the social web, enterprises need a new way to effectively collect and utilize unstructured information that can be used to drive business decisions. This webinar will discuss LARA, a new methodology to help enterprises more effectively Listen to, Analyze, Relate and Act on customer information.

Global Customer Experience Management Certification Program

[March 17-18, Paris] Learn cutting-edge CEM methods from a team of international gurus. This 2-day course applies CEM essentials, strategies and methodologies on Marketing, Sales and Services; provides a framework with relevant guiding principles and tools for designing the best experience to your customers.

Featured Links

Salesforce CRM

The leader in customer relationship management and cloud computing.

CEM Training and Certification

Patent-pending methodologies combine the art and science of Customer Experience Management.

On-Demand CRM Software

Use RightNow solutions to create the best possible customer experience while reducing costs.

Get your event or resource listed in the MarketPlace, reaching 300,000 business leaders monthly.
For more information, contact CustomerThink advertising sales.