Hello colleagues
I work in the Scottish Parliament Information Centre which is an information and research service for Members of the Scottish Parliament, their staff and parliamentary staff.
We're currently considering developing a customer relationship management approach in order to:
* Manage relationships with our customers in order to keep existing customers and attract new customers
* Understand the needs of customers and deliver a better standard of service
* Understand the changing needs of our customers and develop our service accordingly
Do you have experience of customer relationship management in your organisation? Are there any tips you could give us about how to develop such approach? Are you aware of other organisations which use such an approach?
We're particularly interested about how this works in organisation in which the existing customer group is relatively finite (we have 129 MSPs who are elected once every 4/5 years - there are some changes during each session but the biggest change always comes round about the time of an election). Also, where relationships are not about making money but rather about ensuring services are fit for purpose and that they change as the needs of the customer change. We're hoping to introduce this on a relatively small scale initially and we therefore do not intend to purchase a CRM system to hold information we receive.
I'd be very grateful if you could let me know if you have used such an approach and what were the benefits/disadvantages? Also, how you developed the approach to fit your organisation and whether you felt this was successful. Is there any advice you would give us from your own experience?
If you haven't used such an approach but are aware of an organisation that has, please could you let me know as I'm interested in learning from other people's experiences and also looking at visiting a couple of organisations to hear how it has worked.
Thanks
Shona Skakle
Head of Enquiries
Scottish Parliament Information Centre
Edinburgh
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