Case Effective law office solutions, INC Essay Example | Topics and Well Written Essays - 500 words

Case Effective law office solutions, INC - Essay Example Given the threat of existing rivals, the company ought to strategize and change customer relations which have been marked as the key cause of the deterioration. The current strategy of ELOS embraces more on advertising and sales promotion. The management has overlooked quality assurance and customer satisfaction and thus the failure. Note that the management has already noticed an increase in the number of complains. Markedly, lack of precise mode of receiving customer feedback has worsened the situation. As a counter measure, ELOS can consider instilling Customer relationship management (CRM) harmonizes sales, marketing and customer service (Goldenberg, 2008). Customers differ, have different tastes and expectations and thus the only way to satisfy them equally is to give them an opportunity to actively participate in decision making. It’s to my opinion that, an online platform that is managed from the main head-quarters can build a strong customer rapport. Essentially, the customer buyer interface should set standard that ensure high quality communication skills as well as accuracy and consistency of information. ELOS, marketing has been marked as successful and thus the management needs to shift some effort towards quality assurance. Legal offices need quality as most of their printings are official documents forwarded to their seniors. The clients need to maintain their reputation and a thus will put off any less quality printing regardless of the previous experience with the company. Therefore, ELOS ought to capture each client’s experience with immediate effect and correct if need be. Notably, a fault spreads more than a good doing (Johnston, & Marshall, 2013). Therefore, ELOS services should be focused on the customer needs rather than the organizations objectives. Quality should never be compromised with cost. Poor customer relation and quality deterioration has been marked as the cause of sales