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Customer Service Management Protocol Plans

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Create a proposal using different customer service management protocol plans. The proposal should begin with a brief explanation of each separate technique. Discuss each technique's strategic contribution to the e-business's market leadership. The specific techniques that you should evaluate in your plan include the following:

Personalized Customer Interaction
Customer Relationship Management (CRM)
Customer Experience Management (CEM)
Interactive Relationship Marketing
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Conclude with a proposed plan for integrating all of the strategic techniques to achieve the e-business's CRM and relationship marketing objectives.

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Try and think of the specific techniques as ways to effectively produce excellent customer service between the company and the consumer. In doing so, the customer models of excellence provide a streamline impact to encourage positive outcomes. Here are brief summaries of each technique strategy:

Personalized Customer Interaction: The personalized customer interaction develops a one on one type of experience. Consumers are exposed to more are towards their daily or occurring purchases in the future that develops overtime into a more deepen relationship. Consider core areas to note:

a) Direct access to the business entity
b) Shorter span of time in response
c) Instant accessibility to the business entity representative
d) Follow-ups (try and note the follow-up aspect is critical to addressing issues and making sure everything is resolve to reinforce personalized interactions with customers)

Customer Relationship Management (CRM): This business model is for the constant management of daily activities measuring customer experience. By doing so, the feedback and status reports on performance with customer's satisfaction provide a detailed report on what to improve or not to improve. Try and hold on the following:

a) Measuring customer satisfaction levels during each phase of product cycle to selling the product and any other after sell issues (exchanges, refunds, etc)
b) Receiving unsolicited ...

Solution Summary

This response is a review in creating a customer service management protocol plan of action for improving a business model.

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Organizational Behavior of a Customer Service Manager

Your role as the customer service manager at SWC evolved from the changes that separated customer service functions from the sales functions and the subsequent creation of the new customer service department. As the customer service manager, you are working in a matrix support structure with other business units. Some departments are pleased with the changes; they feel that communication and teamwork will improve. However, given the sudden nature of change and its various effects (employees being laid off, demoted, and responsibilities shifting), some areas are not happy. There are strong signs of change resistance that could negatively impact the expected benefits of the new structure. Furthermore, as the organization expands internationally, resistance will also be evident.

The CEO has asked for your advice regarding how she could have handled the changes at SWC to create the new department and organizational structure while minimizing the negative effects. It is believed that the lessons learned from this change process will help the organization with future international expansion.

Using the Library, Internet, or any other available resources, research the topic of change management and change management plans. Prepare a document of 1,500-1,750 words for the CEO that provides a change management plan for SWC that could have guided organizational movement to the new structure and will be used as a framework for future change. Your plan should include the following.

The benefits and potential problems associated with moving to a centralized customer service organization
Discuss the pros and cons of using a matrix structure for your position.
A change management strategy that can be used for future organizational changes.
Your strategy should be based on the change management models that you research and adapted for the change scenario at SWC.
The change management plan should address the resistance and other challenges that must be met in a major organizational change.

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