Chip Reeves Case

Chen, I, J. and Popovich, K. (2003) Understanding customer relationship management (CRM). People, process and technology. Business process management journal, Vol. 9 No 5. Retrieved from http://cis.csuohio.edu/~ichen/CRM.pdf

In addition to field employees, DIRECTV had the added dilemma of independent dealers selling their product, creating the need for a real-time system for the numerous mobile staff and contractors. By working with the end-user, an interface was implemented that allowed ease of use, increased productivity and an enhanced customer experience.

The most important aspect of healthcare management is being able to form a relationship between the healthcare provider and the patients. Higher satisfaction will increase customer value and higher consumer retention. Customer relationship management (CRM) is a combination of people, processes and technology that seeks to understand a company 's customers. It is an integrated approach to managing relationships by focusing on customer retention and relationship development. CRM has evolved from advances in information technology and organizational changes in customer‐centric processes (Chen, I et al., 2003).

Today, customer relationship management is very important to the business world. Most of the companies established a department and the programs to manage their relationship with the customers. Customer relationship management (CRM) is a business strategy which designed to help a company to understand and look forward to the needs of its potential and current customers (Anderson & Stang, 2000). Customer data is being collected in several different areas of the company, stored in a central database, analyzed, and distributed to key points (Anderson & Stang, 2000).The business world once was “product-centric”, the companies just provided what they could produce. However, it is now become “customer-centric”, they provide products and service

Because of the valuable data CRM collect about the customers, companies can customize a product or service depending on the data available with the firm. The firm can facilitate customer-company interaction through the company contact center and web site. Such interactions help develop customized products

Customer Relationship Management (CRM) is the core business strategy that integrates internal processes and function and external network, to create and deliver value to targeted customer. It is grounded by high quality customer-related data and enabled by information technology.

Finally, Frederick Reichheld’s research indicates the reliance on automated CRM programs is based on “A single flawed assumption: that CRM is software that manages customer relationships for you. It isn’t. Managing customer relationships is bundling

This project is specifically designed to increase efficiencies within the sales department in order to realize the goal of increasing sales by 20% with no increase to expenditures. It is the hope of management that the efficiencies achieved will allow ABC Corp. to generate enough additional revenue to increase to several additional locations in order to cover the entire country. However, in order to meet these objectives, the sales associates will be asked to take on additional responsibilities. These additional responsibilities will result in the associates spending more time keeping track of all of their sales leads. This will be seen as a challenge because the sales associates will see the extra work as an additional difficulty in finding sales during this time period. While the actual amount will be negligible, associates will balk at the idea due to their view that this additional work will result in reduced commissions. Therefore, it is also imperative to get the buy-in of the associates in order to ensure the data received from them is as accurate as

For example, when a customer is transferred from one customer service representative to another the CRM system would transfer all customer information and conversation notes so that the employee does not have to waste time asking all the same questions that the first representative asked before being able to attempt to help the customer. However, CRM’s primary focus is to create higher revenue by helping companies build a larger percentage of loyal customers through the use of building trust and relationships with their current and future customers. Acquiring new customers is extremely costly for a company. Surveys have shown that it could cost a company six times more to acquire a new customer than to keep a current customer. Not only that, but if a company is able to build a loyal customer base those loyal customers are worth much more than their own personal purchase volume. A loyal customer is likely to share their experience with others about companies that they are very loyal to and have a close relationship with. Therefore, the company is able to acquire repeat sales to the current customer and able to obtain new customers without any additional cost required to try to attract a new sales and customers. In addition, it has also been shown that it is 16 times easier to sell to an existing customer than it is to sell to a new

CRM features and benefits -- generated from both customer-facing and operations-streamlining applications -- produce strong cost-value returns that average $8.71 for each dollar invested in development.[2] About 91 percent of companies with 11 or more staff members use CRM systems, and service-oriented B2B eCommerce platforms benefit from CRM systems at proportionately higher rates than do their B2C counterparts.[3] Integrated CRM systems are the fuel that drives user satisfaction, customer loyalty and sales in the B2B market, but between 25 percent and 60 percent of CRM implementations fail according to the previously sourced reference material. That 's probably because the CRM software wasn 't properly integrated with other business systems.

Many software were used for the different purposes that might cause the gap on each departments’ communication and waste time and money (Tommy, T, 2014). In recent years, many CRM software adjust to an integrated CRM system which combines each department needs and integrates all the information together. The new principle of CRM is combining marketing, sales, orders and support. Illustrated in Figure 2.

Maintaining customers’ happiness while keeping service costs down: That’s the definitive goal of every customer service executive. CRM applications help you provide faster, more approachable, and less pricey service across every channel—from the call center to the social Web.

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

Bose, R (2002) – Customer Relationship Management: Key concepts for IT success, Vol. 102, No. 2, pp. 89-97

When it comes to customer relationship management the article notes that the technology should not only be used as a medium or a distribution channel to reach customers; it is an important medium to find new customers and continue relationships with current customers.