Customer Relationship Management

1754 Words Mar 11th, 2011 8 Pages
CUSTOMER RELATION MANAGEMENT

• MODULE CUSTOMER MANAGEMENT

• LECTURER DR GEOFF WINTER

• TOPIC CUSTOMER RELATION MANAGEMENT.

• SUBMITED BY MUHAMMAD AMIR

• I.D. 39644

• GROUP D

TABLE OF CONTENT

1. EXECUTIVE SUMMARY

2. DEFINITION OF CUSTOMER RELATION MANAGEMENT

3. QCI CUSTOMER MANAGEMENT MODEL

4. DISCUSSION

5. CONCLUSION

6. CITATIONS

EXECUTIVE SUMMARY

This paper discuss the Customer Relationship Management concept through customer satisfaction maximization and customer retention driven by drivers of quality, IT and database marketing. This paper gives an outline of QCi elements to assist a argument on how the
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It needs to deliver the right information to the relevant people at the right time so that they can achieve their role in managing customers.

Technology covers

• Sourcing and understanding customer information

• Information planning and quality management

• Functions of existing systems

• Review of current systems

• Development of new systems

4 People and organizations

An organization’s front-line staffs need to be recruited, trained, developed and motivated to deliver high standards of customer relations. Key elements are an organizational structure that supports effective customer management, role identification, training requirements and resources, and employee satisfaction.

People and organizations covers

• Organisational structure

• Role identification

• Competency definition and gap analysis

• Training requirements and resources

• Objective setting and monitoring

• Supplier selection and management

5 Process management

Where customer contact can take place at several different points, process can be difficult to implement and manage. Clear, consistent process for managing customer relations need to be developed and reviewed in the light of changing customer requirements.

Process management covers

• Process identification and documentation

• Process
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