For many companies, the concept of actually 'managing relationships' is a new way of looking at how to interact with prospects and customers. With a relationship management model, companies will work to establish and enhance relationships with their customers.

Relationship management offers many ways to maximize the potential of a company. It is a win-win situation, with both the service provider and customers enjoying measurable benefits. Already having a positive relationship with a customer usually means that the customer will be more receptive to information about new products or services or new bundling of services.

• A relationship management approach also enables greater customer satisfaction due to faster response times, higher service levels and more targeted efforts.
• These and other improvements ultimately result in improved customer retention.
• Since it is less expensive to satisfy existing customers than it is to acquire new customers, a relationship management approach can increase profitability.
• A relationship management approach also ensures that calls to customers are relevant. When a company truly knows its customers, whether through accurate databases or frequent calls, it is less likely to call with offers that are redundant or not pertinent to the customer. Such careful use of customers' time can result in greater customer satisfaction.

Espire accords a very high degree of importance to the whole process of Relationship Management. For us, Relationship Management commences with our Business Development Team establishing communication channels with the client. From the very onset of our engagement with any organization, it becomes our endeavor to capture all dimensions of our interactions so that we are able to provide a composite response to the utmost satisfaction of the organization.

Our approach is to pro-actively understand the organization’s requirements and then match resources from within our own organization, having the appropriate “skill set” and experience and domain knowledge, for each task or project. An intrinsic factor, which is invariably emphasized upon prior to deployment of resources for all interactions with a Client, is good communication capabilities.

At the same time, we leverage technology to improve our responses even further and thereby ensure higher customer satisfaction. An in-house developed CRM system captures all interactions with a Prospect or Client, across all geographies, levels and departments. This facilitates a 360 degrees view of the Organization and consequently enables proactive, personalized and prompt action.