Wait a second!
More handpicked essays just for you.
More handpicked essays just for you.
A synopsis on customer relationship management
Importance of customer service
Importance of customer service
Don’t take our word for it - see why 10 million students trust us with their essay needs.
Recommended: A synopsis on customer relationship management
Customer needs are “problems that customers intend to solve with the purchase of a good or service”. (Business Dictionary.com)
Customer wants, needs and expectations differ from one customer to another. The level of satisfaction or dissatisfaction depends on the service received from the organization. Customer relationship management helps in meeting these needs and wants and creating customer satisfaction and even to go beyond satisfaction and delight the customers. But when satisfying customer needs, it is important to meet both internal and external customer satisfaction. As it is believed that, the employees will provide a better service for the customers only if they are satisfied.
Figure 1.1 Buying Cycle Source: from Jonathan
…show more content…
It is an important part of a business because unlike other departments customer service department maintains a close relationship with customers. CRM stores customers’ personal and sensitive data, preferences, history of packages and services used, complaints and requests etc. These stored data is useful when making decisions regarding the services and products offered, meeting customer expectations, identifying buying patterns and trends, to deliver an efficient service and for marketing purposes etc. Also it is easy to approach customers and make suggestions in choosing packages and other additional services of their choice. Most importantly, it helps to increase customer …show more content…
(Matteson, L 2013)
Components of CRM are,
Information
Process
Technology
People (Kincaid 2002)
Information- Mackinnons travels collect marketing and personal data which are helpful for the business and as well as in anticipating guests’ needs and expectations.
Processes- Designed as customer centric processes to approach customers. Customers are kept in contact through telephone, e- mail and social media etc.
People- The employees are given a thorough knowledge of CRM through training. In order to deliver a successful CRM and to motivate the employees, performance level are measured and rewards are given.
Technology- At present, software is used by the company which is helpful when analyzing data and in automation.
3.2 Managing a responsive customer relationship management
Tourism and hospitality being a service industry has lot of interactions with customers. Therefore the organizations in the industry should maintain the customer satisfaction level to the fullest because if not it will be difficult to survive in the industry with the presence of other strong
Resource Management is important to the organisation because it is required to enhance customer satisfaction by meeting the customers’ requirements. Resource management is also essential to implement the QMS and continually improving its effectiveness.
However, for future success companies must focus their resources on the task at hand. Departments of an organization must work together to establish the best strategies possible. CRM must be used with good business judgment. The future success of CRM will only be achieved through good leadership and collaboration with teams who understand the complexity and dynamics of the CRM system. Although CRM tools can be used independently or together, if CRM is to benefit an organization’s overall efficiency, it is vital that there is a holistic and universal understanding of customer interactions throughout the CRM process for its use to be maximized.
1.2: Explain the process of mapping the customer journey and its importance in delivering effective customer service
Close to the Customer: Customer satisfaction is very important throughout all the roles that the business plays. Many companies forget about their customers, whereas successful companies have an obsession with their customers. Excellent product quality and reliability will make a satisfied customer. Great service will keep the customer coming back.
Customer relationship management They have determined the key factors in maintaining and building. their relationships with customers are to provide a problem free experience at their hotels and restaurants and to give each customer personal recognition. Their strategies to build these relationships. are the same as those employed to build their business, they are tied. to each other. They are currently developing a Group-wide Guest History network.
Improve the efficiency of the business: CRM helps them to eliminate redundancies in their marketing campaigns by allowing them to intuit which stage of the purchasing process each returning customer is in. They can send out marketing materials that are targeted to specific interests and purchasing abilities, rather than transmitting general messages that are far less likely to generate an optimal amount of attention. Their CRM system also collects and organizes a vast amount of data about the individual and the customer groups which helps them to know about customer interest and choice. And thus they speed up their service of customer
Customer satisfaction is a key ingredient to the success of any business.It is the most important factor that creates repeated customers. Some people know it but do not realize its importance. If a customer of yours is satisfied with one of your products or services, chances are this customer will purchase more of your products or services, which will increase your revenue. Therefore, in order to have your new or existing customers buy more from you, you will have to follow techniques that work. Customer satisfaction takes a very important place in Marketing. As much as you think that your marketing strategies should help you generate sales, think about how the same marketing strategies could help you achieve Customer satisfaction. There are a lot of elements involved with Customer satisfaction.
Richards, K., & Jones, E. (2008). Customer relationship management: finding value drivers. Industrial Marketing Management, 37, 120-130.
To cater to customer needs. To keep in mind the complications that arises in different situations and handling it. Teamwork and proper service, internal strategy and proper communication.
For a business to grow into a more profitable one, the manager should emplace measures to insure that customer service is made number one priority. After implementing a structure, it is recommended that the customer service representatives, along with other employees in the business, undergo continuous training in order to maintain the standards set out by the customer service model. Having the right structure in important in any business entity and will have positive implications on its profits.
Customer satisfaction measures the expectation of a customer relating to the product and services provided by the retail stores. Satisfied customers tend to be loyal to the organization and make more and more purchase from the same store, which in turn is beneficial for the organization. According to Hoyer and Maclnnis (2001) satisfaction can be compared with the feeling of acceptance, relief, pleasure and
Customer service has been around for many years. When customer service first came into place in the business world, it was in stores. In society today customer service is with any job with any company. “Customer service is not a department, it’s everyone’s job. -Anonymous”. (Walter). Customer service is taking care of your customers. Every customer needs to be treated the same with excellent customer service no matter the business or the age of the customer. All employees need to adapt to each customers’ needs in order to provide the best experience possible.
Abstract: The purpose of the paper is to focus on the customer relationship management in manufacturing industry in Jaipur. Establishment the customer relationships have always been a vital aspect of business. Hence, this article purpose to clarify the effect of CRM practices to organizational performance in the manufacturing industry. The main purpose of the paper is the explain of the current state of customer relationships and utilizing of CRM in manufacturing industry. This paper explain the problem in practical conditions and determines potential opportunities for improvement in CRM.
Customer relationship management is a cross-functional process to achieve a continuing dialogue with customers, across all their contact and access point, with personalized treatment of the most valuable customers and to ensure customer retention and the effectiveness of marketing initiatives. It is also provide the chance for customers to interact with the brand.
Databases and tracking tools give companies the ability to know the finer details in order to foster that relationship and allow customer service agents to provide that intimate service to a customer even when they have never spoken before. Customers have come to expect this level of focused customer service and depend upon the investment they have made in the company by establishing an interactive relationship with