By Taslim Ahammad:
People run a large company with lots of employees or a small business that not all customers know its name; great relationship management will always set you apart from your competitors and help retain customers. Also, there are personal relationships, which can add joy to your life or sink into the depths of despair. Much of life depends on how we conduct relationships that if we do not naturally have talent in that area, we can never achieve the success that our other talents can.
Relationship management is a wide range of capabilities and tools for creating and maintaining effective communication with a variety of people in related work, including clients, co-workers, employees, directors, business partners, companies and more. Relationship management is all about your interpersonal communication skills. This is about the ability to earn the best from others. People’s ability to motivate and influence them, people’s ability to interact and form bonds, and their ability to change, develop and resolve conflicts.
Good customer relationship management skills and customer service tools and strategies include: listening, asking, understanding, being kind and patient with clients, balancing open conversations, building trust, the ability to influence, and more.
Here are some characteristics that govern good, healthy relationships management: Trust – It is the basis of every good relationship. When people rely on their team and colleagues they form a strong bond that helps work and communicate more effectively. If someone trusts the people they work with, they can be open and honest in their thoughts and actions, also they do not have to waste time and energy keeping an eye on them. Mutual Respect – As soon as you respect those you work with, you value their input and ideas and they value you. As a result of working together, you can develop solutions based on your combined insights, wisdom and creativeness. Mindfulness – It means taking responsibility for your words and deeds. Those who are attentive are careful and focused on what they say, and they do not allow their own negative emotions to affect those around them. Welcoming Diversity – Well-connected people not only accept different people and opinions, but they also welcome them. For example, when your friends and colleagues present different opinions from you, you should take the time to consider what they say and factor their insights into your decision-making. Open Communication – We communicate all day, we don’t send email and IM, or meet face to face. The better and more effectively you communicate with the people around you, the richer your relationship will be. All good relationships depend on free, honest statement.
Relationship management implicates the strategy of building client support for a business and its offerings and increasing brand loyalty. Often, relationship building occurs at the customer level but it is also valuable within the business. An organisational relationship may hire a relationship manager to oversee the building or it can combine this function with another marketing or human resources role. Establishing relationships with clients rewards all parties. Customers who feel that an organization is responsive to their needs will likely continue to use the company’s products and facilities. A business’s reputation for responsiveness and generous-sales involvement can often stimulate new sales. Protecting contact with consumers allows an organization to identify potential problems before they become costly.
Business-to-consumer (B2C) merchants rely on customer relationship management (CRM) tools to build strong relationships with their consumers. Trying to understand CRM market trends, economic landscape and consumer tastes involves a significant amount of data and sales analysis. CRM can also include marketing strategies and after-sales support trainings. Typically, a CRM training/program consists of written media, such as sales announcements, newsletters, and after-sales surveys), video media communications, like commercials and tutorials. Ongoing marketing is critical for a business, because acquiring a new customer is more expensive than maintaining an existing customer. Marketing helps a business determine the interests and needs of consumers and develop campaigns to maintain loyalty.
Business-to-business (B2B) relationships with vendors, suppliers, suppliers and other affiliates can also value by managing relationships. Business Relationship Management (BRM) promotes a positive and productive relationship between an organization and its business associates. BRM strives to build trust, strengthen rules and expectations, and establish boundaries. It can assist in dispute settlement, contract negotiation and cross-selling prospects.
Forming and maintaining good working relationships will not make you more engaged and committed to business organizations; it can open the door to key projects, career advancement, raises and good prospects. Recommendations and practice the following strategies to build good working relationships with co-workers: (i) Develop people’s skill (ii) Identify the relationship needs (iii) Schedule time to build relationships (iv) Focus on the emotional intelligence (EI) (v) Appreciate others (vi) Be positive (vii) Manage the boundaries (viii) Avoid gossiping unnecessarily (ix) Listen to others actively.
Chairman, Tourism and Hospitality Management
Bangabandhu Sheikh Mujibur Rahman Science and Technology University, Gopalganj, Bangladesh