This document summarizes that many businesses start out with a personal email client to manage customer email messages. Personal email clients can help you do just that, manage your personal email messages effectively and increase your productivity. However, when it comes to handling growing volumes of customer email inquiries, a personal email client may fail to scale to meet your business needs. A personal email client is designed for individual use, not for providing efficient, mission-critical customer service. Personal email clients do not treat email messages as part of a larger case that needs to be tracked and managed to closure, they have no understanding of service levels, and they do not treat email messages as valuable conversations with customers. An email response management system (ERMS) is a logical next step in the evolution of customer email management in growing businesses.
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