Identifying Salient Factors that Affected CRM Process at Merck-Medco

Satisfied customers can be the best advocates, which is why customers’ needs should be satisfied every time.

Identifying these factors helps to find out the strengths and capitalize them and eliminate the weaknesses and try

Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

The management has to be vigilant when managing these factors for the future betterment of the company (Drucker, 2016).

Each business plans to build its deal breaking its past records. Furthermore, the best way to do it is to draw in new clients as well as to keep up them after deals. An organization that prioritizes its customers will always be referred. The primary purpose behind the decrease of offers in an organization is its absence of duty to give appropriate administrations to its clients. An enlisted grumbling is here and there which is sometimes not attended by the organization which prompts expanded grievances among the shoppers prompting decrease in the sales. Sometimes the organization is not ready to keep up the record of the administrations of a client which prompts a more prominent perplexity in the association. Another issue related to less customer satisfaction is the inability to solve the problem on time.

The decision making process can also be divided into seven steps, where the first step will basically involve defining the problem. These steps allow for the main issue to be identified, and therefore the manager should make sure that it has been done correctly. After the problem identification stage, we can move forward and identify the limiting factors, and in this the manager should make use of all resources available to do it the best way. Some of the resources include information, time, personnel, equipment and supplies. Using this, managers can be able to identify the factors that might hinder them from achieving their goals.

The first step is to identify issues and /or opportunities for collecting data such as is there a problem that exist and whether or not it is causing an adverse effect on the population. The plan should be specific to the study being conducted.

After a needs assessment, we will have a better grasp of the situation and can accurately decide what the initiative will entail. This information will be used to research industry best practices, which will help ensure we have not missed any other key criteria to consider with the initiative, as well as a way to benchmark our performance to other organizations.

The data analysis process in content analysis consists of the following core steps: (a) selecting the unit of analysis (i.e., open coding and reduction), (b) creating categories (i.e., categorising), and (c) finding themes from

The representatives would be able use these elements to address at risk customer issues in an effort to reduce customer disconnects and increase customer loyalty.

From there each component is broken down further into three different levels of understanding (A, B, C – with C being the highest level). Examples of satisfying or obtaining each level within each component are given and explained.

The relationship with the customers can be applied, by receiving feedback in the service, let them know about changes and plans in the operations, and if there are some suggestions that can be taken from the customers, and can help the productivity and performance of the business operations.

It is imperative to satisfy customers and give them an amazing experience at the company. While it cost less to sell to existing customers and companies can increase profit by selling to the same customers; if customers are satisfied, there is more chance they will come back for more services or products. Satisfied customers are a free marketing for the company. However, it is the opposite if customers are dissatisfied. Dissatisfied customer will tell 8 to 10 people about his or her experience (O’Brien, A & Marakas, G. 2004). If by any reason, representatives see that the customer is not satisfy, they should act fast and fix the problem. Furthermore, there is more chance for sale representatives to sell to an existing customer that to a new customer. A good strategy for customer retention is to reward good customers. Companies can easily do

(1) (a) Prepare and implement a plan for the collection of primary and secondary data for a given business problem

To provide management with a logical and consistent framework for planning and responding and to control and provide after-action analysis and justification.