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Customer service is to do with providing customers with the company offered services. Customer relationship management is to do with managing the relationship with the customers starting from being prospectives to the purchase and after that by planning their service and growing the relationship to elist new purchases or recommendation to other prospects.
Customer service is usually as the direct communication between employees and customers, regardless of whether by phone, mail, email or face-to-face.
Customer relations is the strategy behind keeping current customers happy and includes marketing communications,
Customer service is often part of the buyer - seller agreement. In todays competetitve world, custmoer service is almost mandatory. Whereas Customer relationship Management (CRM) is more of a proactive customer oriented program, that engages and interacts with the customers, creating positive imagery, and WOM, creating better prospect for future business.
Yes, there is adifference between Customer Service and Customer Relationship Management:
Customer Service is the interaction between a customer and the company, usually via traditional channels like phone or email. Usually the customer will have an issue or some sort of request that needs resolving. The person could be a prospective or current customer.
Customer Relationship Management is the strategic process implemented to maintain and retain the customer long term. This relationship development process is designed to improve customer retention rates, thus reducing churn, increasing profitability and reducing the need to focus so heavily on new business for revenue growth.
