When customers are treated
in a consistent manner, their loyalty to your
organization can be strengthened. For example,
your marketing department could be sending out
a bonus offer to high-volume customers while
your accounts receivables department is sending
a warning letter to the same customer who has
failed to pay his/her bill. Unfortunately, in
many organizations, the left hand does not know
what the right hand is doing. As a result, this
customer is left confused and angry, and will
possibly look to a competitor to serve their
needs. These departments need to work together
to maximize the customer relationship.
