One company I recently noticed, has earned itself a well known name on the market in the 70‘s. Also their products are made with a high grade of quality. But still, they suffer on going broke and drifting into serious financial difficulties. How could that happen?
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| Jamming the service means losing valuable customers |
On an uncertain stage, companies simply tend to work for themselves, leaving the customer alone with their products. In this case, they had a well known and accepted product on the market, so ignoring the customers went well for a while. But this behavior is like a volcano, the pressure rises unwittingly and simply bursts out on a certain level of pressure. The pressure consists of sales going down while the company grows in production and personnel, but shrinks on the market. The company collapses, because the cost is rising while the income becomes less and less. Managers and investors are trying to cut costs, sacking personnel, restructuring the organization - with hardly any success. The company becomes unproductive and still missing profits on the market. They simply have forgotten to communicate with their customers, while suffering.
Any company, no matter of which size and market or product, must not loose the contact to their customers. A perfect product or best sales do not prevent the collapse if the customers are no subject in the organization. Investors tend to push sales in order to gain revenue, but this can only be a very short term success. To protect the company and investments, only communication to the customers is essential for long term profits.
You think Customer-Relationship-Management (CRM) is standard nowadays? You believe Social Media delivers the ham? You‘re kind of right, both techniques have lots of potentials! But not if they aren‘t managed properly with the perspective on certain goals. No action on the market means no sales, no service to the customer means losing profits. Differently said: No Communication = No Success.
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