Emc 2 : Delivering Customer Centricity— Case Study

Contrary to the situation at E-Z RP, there is no linkage of customer service representatives to development teams. For instance, CRSs are often the last to gain access about new information or new products. In terms of the organization of customer service, E-Z RP uses a specialized call center where customer service representatives deal with a single product. At Datatronics, the call center is centralized and CRSs deal with all products. E-Z RP uses the second tier support while Datatronics uses a minimal second-tier support. In terms of the training of CSRs, Datatronics only provides minimal on-the-job training while E-Z RP provides extensive training. Datatronics hires employees with basic customer service ability while E-Z RP recruits employees based on customer service skills, business knowledge, and communication ability. The performance metric at E-Z RP is the level of customer satisfaction, while the metric at Datatronics is the time on call or between calls. Although Matt does not intend to reproduce E-Z RP’s customer service system at Datatronics, these are the key issues that he ought to consider in making recommendations for changes at Datatronics.

Doug Allred was Vice President of Customer Advocacy organization of the Cisco’s corporation. This organization was erected to consolidated all functions that directly touched the customer but sales to provide high-quality customer service. Since August 2001, the IT market turned down and brought severe challenges to Cisco as the company had to lay off 18% of its employees and reorganized its structure, transforming from decentralized organizational structure with three business units to centralized organization. However, these changes stabilized the volatile situation of the economy but threatened Cisco’s customer focus, a

Up until this point, Third Star Financial Services has operated via a succession of mergers and acquisitions where systems were inherited but never integrated into the network. Its data management has been virtually non-existent and entirely ineffective. Evidence of this can be found in the absence of an enterprise-wide data management solution and the presence of several disparate systems operating independently with no measurable benefit to the company. Due to a lack of actionable data, management makes decisions based on instinct rather than through analysis. A direct consequence of this is a steadily declining market share and loss of high-level employees to competing companies. Fortunately, this discrepancy has been identified and Third Star executives have established the new goal of modernizing and streamlining operations. Using concepts outlined by the Data Management Association (DAMA), this proposed enterprise architecture will allow Third Star to transform their data from a liability to an asset.

Being a proprietary business, eLoanDocs was able to corner the mortgage industry market with this new technology. But, in such businesses such as the automotive industry where service-to-service transactions using electronic data interchange (EDI) were manned by

Given the need to improve human resource performance, describe a managerial approach to teamwork, empowerment, and effective communication to accomplish this objective.

From an operational viewpoint, banks are trying to incorporate technology in their product offerings, such as advanced banking and financial-related mobile applications. Innovations are made with the assistance of learnings from customer information and data analysis, which are an essential part of analytical CRM. The strategic view also suggests that banks are building a social presence on online platforms to enhance customer engagement and build a long-term relationships with their customers. The above approaches can clearly be identified when looking at CBA and NAB customer relationship management strategies. With its high-tech ATMS and state-of-the-art Commonwealth mobile app, CBA has full product leadership in the market, enabling them to have a competitive advantage when attracting new prospects or customer retention. On the other hand, NAB use customer intimacy as their core CRM strategy, cutting their product offerings in half and make consumers more centrally focused. They are very responsive in customers' needs and wants; and is the leading brand when it comes to customer

Marketing, sales, and service are three major areas that e-CRM’s should put most focus and value to for the total business package. Kudler needs to establish a formal business plan for the Frequent Shopper Program before inception of the e-CRM project. The plan requires a detailed outline that brings forth these elements pertaining to the compiled projected costs, tangible financial benefits, and intangible strategic benefits, also risk assessments for the project.

corporate desktops and notebooks? how can the success of opteron in the server segment be

Focus on Customer lifetime value | Drive innovative new ideas | Deliver continuous process improvements

The technology changes affecting REI are not unique to the company. Nationwide, consumers are ‘wisening up’ to new technologies and they are increasingly demanding expanded services from the companies they do business with. While the dot com revolution of the early 2000’s projected the death of traditional brick-and-mortar stores, the reality today is that customers are demanding comprehensive shopping experiences, experiences that seamlessly integrate online shopping with visits to traditional stores. For example, an REI customer might choose to purchase a pair of La Sportiva Rock Shoes in-store, order them online and pick them up from a store, or purchase online and have the shoes shipped directly to their home. Technology is not just

Chip Reeves, Director of marketing and sales addresses this issue by making systems easier to maneuver. Many companies and CIO's are struggling to determine exactly how to best mobilize critical applications that can bring measurable payback to the company but also limit the disruption to and administrative headaches in their user's lives. (O'brien, Marakas, 2011). Reeve's took into account, the customer's needs and the salespeople as well. Reeves was very focused on the CRM, or Customer Relationship management into account when suggesting products to streamline information for salespeople. Customer Relationship management involves four specific relationships which include: sales, service, quality, and support. Reeve's input a system that downsized the screens on the Blackberry applications to one page, which in turn led to more leads, an increase of about 50% and generated leads faster for salespeople.

The company in question is a medium sized company that would like to enhance its business by using e-commerce, a term for any type of business, or commercial transaction, that involves the transfer of information across the Internet. (http://www.networksolutions.com/education/what-is-ecommerce/).

Datatronics is a leading organization which serves their customers with Enterprise resource planning integrated solutions. Matt, leading a small team of developers at E-Z RP for fully integrated CRM/ERP/service management suit for small and medium sized enterprises. Matt’s team was working actively for sales and customer group. EZ-RP was

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)

* MM possesses a competitive position in this segment in terms of quality product offering and close customer relationships through high level of customer support.