Customer Relationship Management Essay

Within these solutions we have utilized ERP, CRM, and SCM. Enterprise resource planning was used in planning what is needed to enhance the website for better communication with the customers. Customer relationship management is an effort to retain the customers. First of all just upgrading to LAN for our internet, speeding up the process of transactions will make the customer happier. Waiting on the transaction takes up their time, and it is valuable to them. Adding a digital dashboard to monitor products, inventory, customers, etc, is making use of supply chain management by reducing uncertainty and cycle times of products. [ (Performance Dashboard) ]

An effective Customer Relationship Management (CRM) program can be used to identify, retain, satisfy and obtain customers by using technology to optimize strategies for understanding customers’ needs to manage business interactions with current, former, and prospective customers. Additionally, CRM also enables companies to maximize internal, external, marketing and customer service operations to better address the needs of the customer building a better relationship with customers that a more profitable. (Ahmad & Buttle, 2001)

Today’s organizations fail to realize the value of their customers when it comes to the success of their business. Without customer loyalty the success of your business will always be uncertain. Organizations must sensitively tailor the designs of a successful firm to the particular challenges of understanding, attracting, and keeping valuable customers. “Having satisfied customers just aren’t good enough”. Kenneth Blanchard and Sheldon Bowles, co-authors of Raving Fans, believe this concept is needed to have a successful business. I agree with this concept of customers being the focal point of any business. I would want more than just a satisfied customer; I want a “Raving Fan”.

The merging of the customer data from sales and the call center interactions has created the more informed interactions with the customer (Petersen, 2004). The concept rang with the user organizations and mergers and acquisitions created a host of software that the vendors claimed to have an integrated set of capabilities that became known as customer relationship management (Petersen, 2004). Companies wanted to learn more about each and every individual customer and use the information to effectively take care of and manage their relationships, and yet increased customer satisfaction and profit.

Today, more and more companies find that cultivating customer loyalty is a key factor to achieve success. Customer relationship management (CRM) focuses on the relationship between customer and company. Due to this feature, many companies are trying to establish their own CRM system for helping them to connect new customers and boost old customers’ long-term loyalty. CRM systems include operations and analysis, and relationship marketing strategy and supporting, customer-centric business processes (Buttle 2004). With the development of information technology (IT), using CRM system

Salesforce.com has created a customer relationship management team program called Salesforce. The Salesforce program helps customers from start to finish educating the company to know much more of when, why, and how their customer’s connections are occurring. For example, salesforce program oversees old and new clients when deciding why they purchase, or why they made inquires about the company or the products. It does not make a difference whether or not it was by campaigning, internet, face to face, or a support line, managers may use this information to find out which selling points are more productive. Managers will also use this information to find out which goods are developing a good number of grievances, and agents in sales who are progressing in their area.

Customer loyalty is an important element for the companies for being successful in the competitive world. Therefore, companies always try to increase the number of loyal customers and the degree of their customers’ loyalty. For obtaining this, the elements, which cause a decrease in customer loyalty, must be learned carefully. The reasons for the decrease in customer loyalty are: (Coroglu, 2002)

One of the most expensive and difficult tasks facing any business is acquiring new customers. Acquiring a new customer can cost five times as much as retaining an existing customer. Research has shown that 2% increase in customer retention can decrease costs by as much as 10% for a business. To retain current customers, businesses engage in relationship marketing strategies to continually attract repeat business. While both current and new customers must be acknowledged and respected, the ultimate goal is to turn every new customer into a returning customer.

The customer-facing business provides service which is experienced by the consumers. The key customer relationship management (CRM) component, is designed to provide pleasing user experiences by means of all customer touch points.

As mentions above, Kumar et al. (2012) have provided a new definition of customer relationship management refers to the collection, storage and analysis of customer information, and the results into the practice of enterprise decision-making process. This also pertains to the automation, enhancement and integration of core business processes, such as production, operations, sales, marketing and finance. The power of customer relationship management in its adaptability to further business, and even the performance of the entire business of any individual activities, business, and even the performance of the entire business of any individual

Businesses in today’s world face many obstacles on the road to success. They have to have sound business plans, solid product or services to offer, and they have to generate revenue to keep their businesses running. In order to achieve these things, a business needs to know what the customer wants from them. Many companies have come to realize that customers and the service they receive are very important in expanding their brand. Because of that recognition, most businesses of the twenty-first century have developed customer relationship management (CRM) initiatives to better relate to their customer bases.

Bata uses sales management and customer support in the CRM system to gather data about their customer and used to facilitate customer service transactions by making the information needed to resolve the issue or concern readily available to those dealing with the customers. This results in more satisfied customers, a more profitable business and more resources available to the support staff. Furthermore, CRM systems are a great help to the management in deciding on the future course of the company. (Andrew, 2011). In order for Bata to increase their profit they are trying to maximize their customer

Increased customer satisfaction as the CRM primary focus is for building the relationship of an enterprise with its customer base

The purpose of this paper is to understand the customer relationship management in details and its need w.r.t. current market scenario. The latest technologies which are available to support this function and how these latest technologies are better than the traditional approaches or technologies

Customer relationship management (CRM) is widely implemented and centralized system which offers a place for interaction under a company. An employee can handle again the repeated problem which occurred in the past by re-investigate it. Besides, CRM provides a place to identify what customers wants. Employees can track customer’s expectation by their feedback and communication that can improve their buying experience and stay interact with customer in order to understand their true needs.CRM also has ability to let the company see the customer interaction in clear picture. Different customers from different segments require different products and services, but this complex situation can handle well by CRM. Furthermore, CRM provides quality and efficiency system in the company management that helps company achieves their success by building long-term customer relationship.