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The issue of Customer Relationship Management
The issue of Customer Relationship Management
The issue of Customer Relationship Management
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Problem Solution: TeraTech Currently the dominant player in a new arena, TeraTech a leader in the pharmaceutical industry, is a fiver year-old Customer Relationship Management (CRM) solutions provider. This CRM concept is relatively new, and its basic function is to help develop a complete picture of the industry customers, then evaluating those relationships across products and services. The purpose of this paper is to first identify the different issues and opportunities that TeraTech is facing, and to discuss the various alternatives that could help them solve their problems. The ultimate solution of course, would be to help TeraTech reach an effective process by which they establish customer satisfaction and customer loyalty, through efficient customer service. Successfully doing this will bring an increase in sales and profits, and help maintain a level of satisfactory customer relationships. Describe the Situation Issue and Opportunity Identification TeraTech’s CEO is concerned because of the significant fall in the fourth quarter sales. The executives at TeraTech, suspects that aggressive and increased competition from other companies that produces the analytical software that the pharmaceutical industry want, is also part of their problem. They are also concerned with the dissatisfaction of their customers, which was revealed to them by the most current customer surveys. Another major issue facing TeraTech, is their reluctance to hire new employees. Although the current employees do not have the skills needed to handle the new analytical product, they plan on keeping the same number of employees from the previous year. Time constraint is also an issue for TeraTech. They feel the need to keep up with competition, and so they are concerned about producing the product within a short space of time. With all the given issues and challenges that TeraTech is facing, they can use them to their advantage, and turn them into opportunities. They are faced with the opportunity to develop a CRM tool that will bridge the gap between the product and the customer, appealing to their wants and needs, which will in turn generate an increase in sales. With the improvement in customer service and customer relations, TeraTech has the opportunity to create customer loyalty with the potential to entice future customers.
The customer support and customer service functions are more than departments; they are part of an essential strategy for growing your business. In the modern business climate, customers expect answers to their questions immediately. When the right information is available anytime, from anywhere in the world, customers are more likely to have a positive experience, thus customer loyalty will be increased. It is a known fact that the cost to obtain a customer is ten times higher than to maintain and keep existing customers. (Gouran, Dennis, W.E. Wiethoff, & J.A. Doelger. (1994). Mastering communication. 2nd ed. Boston: Allyn and Bacon.) Not in Reference Pg.
...e company’s competitiveness. Satisfied customers can help a business gain more customers through word of mouth. Ensuring excellent and consistent service and products will help the business perform better. Tim’s must embrace technology in its human resource management, bookkeeping, as well as its Marketing activities. This will improve efficiency, and reduce man hours considerably. Tim should consider investing more money into the business to allow him expand on product offering, which will help attract new customers.
Or, then again perhaps, VTB can use the CRM structure to discover about better customer advantage, deliberately pitching, and market designs. According to Bang (2005) CRM is viewed as an educated business philosophy to make and keep up whole deal customer associations. For example, CRM system would be an enabling specialist of business comes about like future repeat purchases. VTB's should use the CRM as a focus business methodology to robotize customer advantage. All things considered, customers tend to put orchestrate at long last and expect the package passed on time. Henceforth, on the operational side, data must be gotten, fused, arranged and fulfilled, to satisfy its targets (Bang 2005). The operational viability of the CRM structure is to accumulate the data from customer to be deciphered later on to
Since the customers in this industry are not price sensitive, having a competitive advantage is vital for firms. Hill-Rom considers customer service is its reputation, thus gives significant value to its customer relationships. In addition, its variety of products gives high competitive advantage to the
RBC Financial Group uses a customer relationship management (CRM) strategy that provides a variety of services for a variety of clients. The strategy allows for individual customers to trust RBC and develop a personal relationship with each and every client. One major factor that allows CRM to operate effectively is the use of technologies and analytics to help classify each client’s financial situation. These customer profitability-based techniques allowed RBC to categorize their clients into A, B, and C groups so that the sales teams could optimize their efforts in catering to these different clients. This strategy holds the following strengths: optimizing sales efforts to different customers, easily accessible electronic sales leads, centralized and standardized financial decisions, and building personalized and sustainable customer relationships. There are a few weaknesses to the system though including the complexity in predicting future positions of companies despite the use of analytics as well as the complexity in creating consistency when using these
Growing sales through service: TP came up with new methods to satisfy customers. Furthermore, employees got trained on acting in customers favour.
Mahdi Bahrami, Mazaher Ghorbani, S. Mohammad Arabzad (2012): Information Technology as an Improvement Tool for Customer Relationship Management, Procedia- Social and Behavioral Sciences 41(2012) 59-64.
"There is only one boss: the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else." (In the know, 2002). This statement by Walton makes clear that the relation a company has to its customers should have highest priority. Customer relationship management (CRM) software, which grew to a big part of the "industry-supporting" software field in the last decade, offers companies a way to collect and evaluate data about their customers.
This chapter describes theoretical background with key point literature relevant to the topic of the research. Furthermore the literature demonstrate issue in the field and refine the research focus by investigated views from different researchers. The key points of literature are customer relationship marketing, e-relationship, relationship quality, and customer service experience.
As an insurer based in the UK, TC plc could greatly benefit from developing and prioritising its customer relationship management. A strong customer relationship can harvest important information to enhance sales and alter premium level and improve claims processes.
Along with target marketing, there is a process called one-to-one marketing wherein best customers are targeted by companies to form personal relationships with them and give them what they want. One-to-one marketing is defined by www.wisegeek.com (n.d.) as a new variation of an old concept, one depending on a customer relationship management (CRM) strategy that focuses on personal interaction and investing in personal communication. While much attention is focused on mass market...
In today 's business environment, it is very important to understand the consumer 's behaviour as it shapes the market trends. They are well aware, more educated, and more serious in demanding for product and services that they require and they are well aware of the technology and comparing the products. It is imperative for the organisation to understand and share their internal customer knowledge and then combine it with new information about their customers in order to compete in the market and to achieve the future success. The basic three steps in marketing process is to understand the market place, designing marketing strategy in order to customer driven and making up marketing program, which leads to the forth and most important step, is to build a profitable customer relationships, ( kotler & Armstrong, 2006). In order to establish such relationship it is most important to understand Customer relationship management (CRM) which is concept of modern marketing reforms. Kotler 2006, customer relationship management is the overall process of building and maintaining
One of the things I am the most proud of is how I managed to convince my supervisor to start Quadrangle’s CRM. Thanks to the Database Marketing classes with Prof. Norm Williams, I have learned that while in the past Marketing was about how many products/services are sold, nowadays it is about loyalty. And loyalty is more about long-term vs. short-term return on investments. To make your customer or client loyal to your brand, you have to get him to trust you. You can do this by knowing his needs and wants first, and then by building and maintaining your relationship with him. To do this efficiently, it is vital for an organization to have a database where to track the different stages of the relationship along with the outcomes of the interaction, reminders to follow-up and all the comments that are necessary to serve your client
Companies are beginning to move their CRM application out of data centers and onto the cloud making CRM less expensive and easier to expand. (Shein, 2009) Technology advances are also allowing companies to begin to take better advantage of big data, combing internal data with social media and mobile to deliver more business value. (Goodwin, 2013) In the future, more devices will be connected to the Internet. Cars, buildings, bodies and many other things will be connected through sensors and it is expected that this increase in information will continue to drive the changes in CRM and how it is used to support sales, marketing and customer service. (Sartain,
Performance in customer satisfaction is a significant factor in long-term success of the company. The key performance variables are repeat orders and the rate of customer acquisition. If you have satisfied customers, you retain those you have and get new ones at a rapid rate as it gives out positive word-of-mouth. Your evaluation of performance in customer satisfaction highlights potential problems for overall performance of the organization. Other factors that are related to customer service which increase level of performance measure of company are the reliability, production quality and quantity, and internal indicators such as employees training, market performance, customer retention and financial factors which regards the cost of