Large businesses: customer relationship management

15 December 2014

HMRC has published a guide to the customer relationship management model which it uses to manage links with the large business community.

This guide explains what the relationship management model is based on, what it includes and the role of the CRM.

The key elements of the strategy are set out as:

· Customer Relationship Managers (CRMs) to manage the relationship with the 2,000 largest and most complex businesses in order to improve the handling of issues

· risk assessments of customers against a published framework and resourcing to the highest risks

· a non-statutory business clearance process to provide customers with pre-filing decisions on the tax treatment of transactions to increase certainty