Purchase Solution

Customer Relationship Management Discussed

Not what you're looking for?

Ask Custom Question

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?

Purchase this Solution
Solution Summary

Customer relationship management is discussed. What the managers roles are is investigated.

Solution Preview

1.Explain what is involved in CRM.

CRM (customer relationship management) involves a strategic methodologies, the use of software, and the use of Internet capabilities to facilitate more optimal management of customer relationships by companies in an organized way. CRM requires managers to define strategic points within the customer relationship cycle that represent problems preventing the most optimal customer satisfaction and loyalty. The objective is to develop solutions capable of creating superior financial rewards for organizations and establishing a competitive advantage. CRM requires for a company to evaluate the type of CRM data capable of fixing the problem points defined by the company and to select the appropriate technology that is capable of implementing the necessary solutions for company. Therefore, CRM in the 21st century entails choosing a technology platform and designing incentive programs to gain organizational commitment from personnel responsible for the success of any CRM program. Many companies have discovered that realigning the organization away from product groups and toward a customer-centered structure improves the success of CRM.

Throughout the duration of the CRM life cycle, organizations must measure CRM progress and its impact on the customer reviews of the organization while also aggressively monitoring participation by key personnel in the CRM program because people are the ultimate key to the success of a CRM program. Therefore, the development of measurement systems is recommended to track the improvement in customer profitability with the use of CRM. After collecting data on the success of the program, organizations should then share information widely with employees as this will encourage continued commitment to the program by those most responsible for its success.

2.What type of tools managers have to help them with CRM?

Tools associated with (CRM) are able to assist businesses in the tasks of entering, analyzing, and tracking customer ...

Purchase this Solution
Free BrainMass Quizzes
Operations Management

This quiz tests a student's knowledge about Operations Management

Employee Orientation

Test your knowledge of employee orientation with this fun and informative quiz. This quiz is meant for beginner and advanced students as well as professionals already working in the HR field.

Lean your Process

This quiz will help you understand the basic concepts of Lean.

Motivation

This tests some key elements of major motivation theories.

Balance Sheet

The Fundamental Classified Balance Sheet. What to know to make it easy.

View More Free Quizzes
Related BrainMass Solutions

  • Metrics for CRM software development

    This solution discusses a set of metrics that can be used in a project plan for customer relationship management software development. The advantages and disadvantages of these metrics are discussed in detail.

  • E-Commerce

    //We have discussed customer relationship management in the above paragraph and in the next part, we will be discussing the key elements of CRM. // The key elements of CRM are as follow: CRM provides 360o view of every customer to the company so

  • Strategic Marketing Plan and Presentation Script

    In the following paragraph, CRM and its importance are discussed.// Introduction: Customer relationship management is a set of mechanisms including personnel, technology and organizational structures focused at a better understanding of the needs of

  • IMC Strategy Communications

    Customer Relationship Management. New York: Pearson Education Inc. Kincaid, J. W. (2003).Customer relationship management: getting it right!.USA: Prentice Hall Professional. Kotler, P. & Lane, K. K. (2006). Marketing Management.

  • Corporate use of social media and other CRM strategies

    In this regard, the following section has discussed my experience about the use of corporate use of social media and other social media strategies in corporate activities// The combined use of social media and Customer Relationship Management helped

  • Communication Techniques

    relationship management (CRM).

  • Measuring quality and customer satisfaction

    Understanding satisfaction levels of employees by looking at the attrition percentage on a monthly basis One can also use Customer Relationship Management (CRM) database to track historical sales.

  • Customer and investor results synergistic

    What personal leadership skills are needed in optimizing the relationship between these two result areas while attending to the following three issues: costs, growth and management equity?

  • customer satisfaction in B2B selling

    Management was impressed with your argument that good customer service equals more business. "Customer service" is now one of the salesperson's duties at Cavalier.

View More Related Solutions