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Utilizing Customer Relation Management (CRM) Data

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The student submitted the following question:
Does your organization use electronic Customer Relation Management (CRM) data and how is it providing value?

This solution provides an example from an electronics store retailer. Customer service is polled through direct email; to see how well consumers rate their overall service. It explains the importance of both initial customer satisfaction and follow-up surveys in determining how likely repeat business will occur. If feedback is negative, this provides an organization with immediate input on what should be changed.

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Solution Preview

The example utilized is a small, family-owned electronics store. It has products such as cell phones, tablets, music devices, car alarms and stereos. The store does utilize several forms of electronic Customer Relation Management (CRM) data gathering techniques. At the point of sale, all customers are asked for an email address. This is optional, but the advantages stressed in providing an email address include not only a customer satisfaction survey, but sales and promotion alerts. In the event a customer buys a warranty for their product, an email address is required. The initial survey that ...

Solution Summary

This solution provides an actual work example of when, where and how electronic Customer Relation Management (CRM) data is used in consumer store setting. In this example, retailers use venues such as online surveys or emails to see how consumers would rate their shopping experience. Electronic CRM data can provide retailers with near instant feedback on how customers feel. The solution contains approximately 400 words.

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Customer Relationship Management Discussed

Write a 5+ page, double-spaced essay regarding: CRM
1.Explain what is involved in CRM.
2.What type of tools do managers have to help them with CRM?
3.Give an example of a company that does a good job with CRM.
4.Give an example of a company that did a bad job with CRM.
5.How has technology impacted how organizations interact with customers? How has CRM affected customer service?

Write in APA format. Include an introduction, body and conclusion. Cite consistently throughout your work in APA format. Paraphrase rather than directly quote citations.

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