Communication and information dissemination is an important part of customer relationship management. In the business set up, communication can simply be explained as the exchange of information between two people at the center of the organization.
According to the People Communicating Journal (2010), “The entities exchanging information are employees, customers, bosses, boards, stockholders, companies, departments and so forth.” This means that business communication is not the reserve as only a few people. It has a very wide coverage and plays crucial role in managing customer relationship.
As a matter of fact, effective communication remains one of the most cherished expectations of all customers. Customers would want to be abreast with happenings in the organization and even something is not going on well in the organization, simple task of communicating effectively to them can make them overlook whatever the problem is.
Regardless of this all important role of communication in the running of a business and in customer relationship management, there remains a lot more business owners who do not know how to carry themselves about when it comes to communication.
Through the point to be conducted, there will be more secondary and primary data collection on how communication can be enhanced in the business set up so that users of the findings of the research will come to learn how to improve customer relationship management through effective communication.