January 5, 2016
Federal government’s customer relationship strategy

Customer relationship management is a strategy for understanding your customers and their needs in order to optimize your interactions with them.

This philosophy leverages technology to create stronger relationships with former, current and prospective customers while maximizing your marketing and customer service capabilities.

The Government of Canada’s Business Network has a number of recommendations to actively manage your customer relations in an organized and strategic manner. In practice, that means developing your company's methodologies, internal operations, software and Internet capabilities to be able to better address your customers' needs and, as a result, make your relationships with your customers more profitable.

Using a customer relationship management system, you can keep track of key customer information such as contacts, communications, accounts, purchases and preferences. This can allow you to match your customers' needs with your products and services. By analyzing the data, you can:
  • Identify your best customers
  • Enrich and customize the way you communicate with your customers
  • Manage marketing campaigns
  • Reduce customer response times
  • Serve wider geographical regions
To learn more about the Business Network, go to Customer Relations.