Customer Relationship
Customer Relationship Management System
Purpose Statement: The purpose of Administrative Services Customer Relationship
Management System is to provide a means for Administrative Services to be an exemplary,
customer focused organization.
Description: The Administrative Services Customer Relationship Management System is a
continuous cycle of knowing, understanding, and developing customers. The components of
the system assist in building an understanding of current, potential, and former customers’
expectations and managing those expectations, thus contributing to the viability of the
organization. Enhancing relationships increases customer loyalty, loyalty improves customer
retention and acquisition, retention and acquisition equates to sustained business.
References:
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Administrative Services Quality Approach document, March 1999.
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ASQ’s Certified Quality Manager Refresher Course Participant’s Guide; David
McClaskey and Debra Owens, 1996.
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Certified Quality Manager Handbook; ASQ, 1999.
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Customer Relationship Management Survival Guide; Dick Lee, 2000.
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“Do You Want to Keep Your Customers Forever?”; B. Joseph Pine II, Don Peppers,
and Martha Rogers, Harvard Business Review, 1995.
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“Is Your Company Ready for One-to-One Marketing?”; Don Peppers, Martha Rogers,
and Bob Dorf, Harvard Business Review, 1999.
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Malcolm Baldrige National Quality Award Criteria; NIST, 1998.
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Ritz Carlton Malcolm Baldrige National Quality Award Application Summary; 1999.
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