Case Study Of Customer Relationship Management And Harley Davidson

CRM is stand for customer relationship management it is an important concept nowadays in each business firms either small firms or large firms because it help to manage the customers within an organization by control them, attract them and maintain them within an organization. It is not a complex formal system simply it is a value that the business owner or manager place it in his or her business to improve the relationship with the lead, future or current customer.

CRM is a process that turns the customer’s data into customers’ loyalty through activities which is collecting customers’ data, analysing customer data and identify target customers, developing CRM through programs and implement CRM programs.

* Customer relationship management is the overall process of building and maintaining profitable customer relationships by delivering superior value and satisfaction

5. Evaluate the HOG CRM strategy and recommend an additional benefit Harley Davidson could provide to its HOG members to increase customer satisfaction.

Harley-Davidson treats the dealers not only as partners, but also as customers. Harley has developed a very effective marketing strategy, but it is the responsibility of manufacturing to produce high quality and reliable motorcycles.

1.HOG has been phenomenally successful at attracting members and chapters. From nothing in 1983 it has grown to half a million members in 1,160 chapters. This is the core of Harley-Davidson's market and it is easily reachable through Hog Tales magazine. This is particularly important for Harley given that its customers are so varied making it hard to reach them through traditional marketing methods. HOG overcomes

Customer Relationship Management (CRM) is a tool that helps track, manage and supply information about customer’s interactions with an organization to help contribute to customer satisfaction that leads to customer loyalty. Additionally, CRM programs provide tools and applications designed to target their efforts on the most profitable customers, target new potential customers, and generate sales and maintain relationships with customers contributing to a greater market share.

Many of the barriers to entry with young people have been related to lack of knowledge about the products. There is a perception that Harley-Davidson motorcycles offers only high-end vehicles in the $20,000 price range; on the contrary, Harley offers several bikes that are below $10,000 (KOMPELLA, 2013). To combat these perceptions Harley-Davidson should employ the following marketing mix; product lines should be modified to create more entry-level bikes. Many young consumers have their first experience in rider training events.

Customer relationship management (CRM) is the practice that companies use to gather, manage and analyze customer interactions with

The main goal of Customer relationship management is to create a strong bond between customers and the company. The strong bond can be build by focusing on the two main objectives of CRM. Providing the organization and all of the employees that treat customers with a single and complete view of every customer at every touch point and across all channels and providing the customer a single and complete view of the company and its extended channels (O’Brien, A & Marakas, G. 2004).

As previously mentioned, Harley Davidson continuously aims to strengthen customer loyalty. In 1983 they created the Harley Davidson Owners Group (HOG), a

It’s very important to a business to have good customer relationships; CRM Software’s main objectives are to attract new customers while maintaining and satisfying their current customers and trying to win back the trust of former customers. Customers are one of the most important variables for a business owner to pay attention to, when trying to create a profit. Customer Relationship Management software keeps track of customer information to help the company maintain a strong relation with the customers. Good CRM Software brings together information from all databases within a company and gives

Customer Relationship Management (CRM): Customer relation management (CRM) is a cross functional enterprise system that computerizes numerous customers serving form in direct marketing, sales, customer service and accounting management. CRM allows a company to distinguish and focus on their best customer so that they can be held as a loyal customer for a longer period of time.

CRM (Customer Relationship Management) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. For example, an enterprise might build a database about its customers that described relationships in sufficient detail so that management, salespeople, people providing service, and perhaps the customer directly could access information, match customer needs with product plans and offerings, remind customers of service requirements, know what other products a customer had

Customer relationship system or we called it CRM, which is the one of the information system that has been used by Prudential Assurance Malaysia Berhad. Customer relationship management is a type of software application. Employees can manage customer information by using CRM. The relationship between company and their customers can be grown in long-term and stable. This system’ primary concept is to keep the business operational through finding and maintaining clients. All departments in the same building can keep track of other department processes such as customer service. Technology is required for customer relationship system to organize and analyze business processes.