3.01 CRM & continuous improvement

Like BPM, continuous improvement is an important business process that ties into good CRM. It refers to continuously evaluating business processes to make them more efficient and effective. A manufacturer, for instance, may use continuous improvement to discover that two steps in its production process can be combined to save time. By eliminating the unnecessary step, production time becomes faster, and customers’ orders can be shipped sooner. This improvement in efficiency can certainly contribute to maintaining positive customer relationships.