Final answer:
Bureaucratic structures can negatively affect customer relationship management due to their impersonality and inflexibility, while flat structures may lack clear decision-making processes. Mergers and acquisitions can cause organizational stress that impacts customer service. Poor management and unreliable technology can also hinder customer relationships.
Step-by-step explanation:
A business's organizational structure can sometimes have a negative effect on customer relationship management because certain structures may not be adaptable or responsive to the individual needs of customers. For instance, bureaucratic structures emphasize impersonality and adherence to set rules, which can hinder the organization's ability to effectively address unique customer situations. Conversely, flat organizational structures aim to promote teamwork and inclusivity, but may lack the clear hierarchies needed to make swift decisions, leading to potential inefficiencies in customer service.
Businesses also face challenges when merging or acquiring other companies, as this can create duplicate departments and necessitate downsizing, leading to additional stress and disconnection for employees who interact with customers. Furthermore, a business can suffer from poor management or unproductive workers, which directly affects customer relationships and business success. Devices such as phones and computers are crucial in maintaining customer relationships, and technical issues can severely impact business operations and customer satisfaction.